The customer experience could make or break your brand longevity. So portends a recent survey conducted by Strativity and Service Experts, Inc.—a leading customer experience firm.
• More than 70% of consumers surveyed indicate they are willing to spend 10% or more with businesses if those businesses exceed their expectations.
• Loyal customers are almost three times as likely to expect to continue doing business with companies for another ten years or more than dissatisfied customers.
• 40% of loyal customers said they are willing to pay 10% or more to continue purchasing from companies delivering great experiences, in contrast with 9% of dissatisfied customers.
According to Strativity CEO Lior Arussy, “Consumers are very clear about what they are seeking from the experiences companies deliver.”
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