How does your customer experience rate: Wow, How or Ow?

𝗪𝗼𝘄 🤩

The experience that leaves your customer walking away thinking, “Oh my god, that was soooo good!”

They 😀 tell their friends, relatives, network about it.

This is how most other companies do it.

It’s neither atrocious, but it’s not outstanding.

It might not lose your customers (yet), but it won’t win you any either.

And it will damage loyalty.

Self-explanatory – it’s the ouch.

When your customer walks away from the interaction either saddened, angry or frustrated.

They 🤬 tell their friends, relatives, network about it too.

52% of customers would switch to a company’s competitor after just ONE bad experience (Zendesk)
41% of customer-obsessed companies saw at least 10% revenue growth in their last fiscal year, compared to just 10% of less mature companies (Forrester)
73% say CX is the number one thing they consider when deciding whether to purchase from a company (PwC).

72% want immediate service while 70% expect anyone they interact with to have full context (Zendesk).

Even a ‘Wow’ experience can become a ‘How’ over time if you don’t continuously innovate and improve.

How about you?

What’s your secret customer sauce?