Customer Experience is the path to profit

Even in a tough economy, customers reward exceptional customer experiences according to a new study of consumers

Strativity Group’s 2010 Consumer Experience Study shows that consumers pay careful attention to the customer experience they receive and reward organisations accordingly.

"Consumers clearly stated that despite the economic environment, superior customer experiences deliver superior financial results. Consumers reward companies do not skim them using the economic crisis as an excuse.  Companies that are struggling to attract and retain customers, should focus on examining their customer experience“  said Lior Arussy, Strativity President.

Key report findings include:

Financial Rewards of Superior Customer Experience
• 73% of consumers stated that they would expand their purchases with a vendor by 10% or more if the customer experience was superior
• 55% of consumers agreed that they would stay with a vendor for 10 years or more as long as the experience was superior
• 58% said they would recommend companies that deliver superior customer experiences to others.
• 44% of consumers would be willing to pay a premium price of  5% or more for a superior customer experience

Drivers of Superior Customer Experience

Customer Experience Attributes
o Product and services deliver great value
o All interactions are easy
o Fair and easy payment process
o Visit to retail stores are enjoyable
Customer Experience Attitudes
o Employees do their jobs with pride
o Employees use common sense and discretion in their work
o Employees are knowledgeable and empowered
o Employees deliver service with passion

Study Overview
• 930 consumers from North America
• Study was a web-based questionnaire following the customer strategy phases.
• The survey was conducted from May 1, 2009 through June 30, 2009.
• The study was conducted in partnership with Customer Service Experts, Inc., a leading customer experience firm.

To receive a complimentary copy of the study, please e-mail us at info@strativity.com.
The study results will be discussed in the upcoming CEM Certification events in Scottsdale, AZ,  October 4-6, 2010 and London November 15-16, 2010 www.CEMCertification.com