Each business should strive to create an exceptional call center experience. The more positive the customer experience, the more likely the customer will remain engaged and loyal. Engaged consumers buy 90% more frequently, spend 60% more per transaction, and are five times more likely to indicate that the brand they’re loyal to is the only one they would purchase from in the future. Moreover, customers with a good customer experience spend 140% more than those who have a poor customer service experience.
According to the Temkin Group, promoters are 4.2 times more likely to buy again, 5.6 times more likely to forgive a company after a mistake, and 7.2 times more likely to try a new offering than detractors. Engaged customers are also more likely to become promoters and introduce new customers to your business. They’re also more forgiving when it comes to poor customer experiences.
As you can see, engaged customers are precious. Therefore it’s in your best interest to create positive experiences for them and keep them loyal to your brand. Remember, a mere 5% increase in customer retention can increase profits by up to 95% over the long term.
increase in customer retention can increase profits by up to 95% over the long term.
Engaged consumers buy
more frequently, spend 60% more per transaction, and are five times more likely to indicate it is the only brand they would purchase in the future.
Customers that have a good customer experience spend
more than those who have a bad experience.
Harvard Business Review
times more likely to buy again
times more likely to forgive a company after a mistake
times more likely to try a new offering compared with the detractors
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