CUSTOMER EXPERIENCE IN BTOB: WHAT ARE THE BENEFITS?
Posted: Sat Jan 18, 2025 4:30 am
Many companies are hesitant to launch a customer experience improvement program. In part because they fear that the ROI will be low, or spread out too much over time.
The study whose results we are going to present was conducted with 10,000 American consumers. They come from 294 companies in about twenty different sectors of activity. The study wants to highlight loyalty, and considers that it is closely linked to 3 aspects of the customer experience. These three aspects are success, effort and emotion. vietnam whatsapp data
The raw results of the study are already impressive. When compared to companies with poor customer experience, companies with good customer experience have:
+16.7% of customers trusting them
+16.7% of customers wishing to renew their purchases
+10.3% of customers ready to forgive a mistake
+7.1% of customers wishing to try new products.
Similarly, companies that provide a good customer experience benefit from a 22% higher NPS (Net Promoter Score) than others.
The study data gets interesting when Temkin starts calculating revenue improvement based on customer experience.
The study whose results we are going to present was conducted with 10,000 American consumers. They come from 294 companies in about twenty different sectors of activity. The study wants to highlight loyalty, and considers that it is closely linked to 3 aspects of the customer experience. These three aspects are success, effort and emotion. vietnam whatsapp data
The raw results of the study are already impressive. When compared to companies with poor customer experience, companies with good customer experience have:
+16.7% of customers trusting them
+16.7% of customers wishing to renew their purchases
+10.3% of customers ready to forgive a mistake
+7.1% of customers wishing to try new products.
Similarly, companies that provide a good customer experience benefit from a 22% higher NPS (Net Promoter Score) than others.
The study data gets interesting when Temkin starts calculating revenue improvement based on customer experience.