Consumers could spend more with a brand delivering exceptional CX

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 05, 2021, 2:25 AM UTC

90% of customer experience (CX) professionals worldwide say that CX is a priority for their organisation, states Oracle.

Optimising CX can not only drive sales but also improve consumer satisfaction and loyalty, as 78% of consumers are loyal to brands that understand them, as per Acquia. Companies (89%) that lead with CX, financially outperform competitors, according to Qualtrics.

As per Forrester, high-growth brands are nearly 2.5 times more likely than other companies to focus on resolving customer problems. B2B and B2C organisations that are innovative are three times more likely to exceed business goals. 75% of consumers will pay more to a company that provides excellent CX.

High-quality B2B CX reduces consumer attrition up to 15%, and positive CX provides 20% higher customer satisfaction, reported by McKinsey. 91% of consumers make repeat purchases after a positive experience. 90% trust brands with good CX.

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