Customer experience, key to retention

[ayeshshiddika11]

On the contrary, ensuring that customers have a homogeneous perception of our company has very positive effects. Paloma Breva, Marketing Director for Southern Europe at Medallia, states that 83% of customers say they are more loyal to companies that provide them with consistency and coherence across all departments.

The company places special emphasis on the fact that attracting new customers is much more expensive than retaining existing ones , so improving the customer experience is the best lever to improve our profitability.

Medallia points out that the cost of attracting a peru phone data new customer currently stands at 29 euros on average, compared to 9 euros in 2013 , which represents an increase of 222%.

He also points out that a repeat sale generates an average of 39 euros, while a decade ago it generated 28 euros, which means a growth of 39%.

Clearly, it is much more profitable to bet on a strategy that enhances customer retention . And customer experience is essential for this, since 94% of those surveyed by Medallia say that a positive customer service experience makes them more likely to buy again .

The company also insists that special care must be taken with its most loyal customers . “Consumers have a strong emotional connection with their favourite brands, which means that a bad experience can feel almost like a personal betrayal. Thus, in times of high inflation and a lot of competition, few companies will survive after offering poor service, such as delays in shipments, deficiencies in customer service or defective products, especially if they occur repeatedly,” it points out.