2017 Research shows that customers are willing to spend nearly 5x more for excellent customer experience. Many sales teams get hung up on minor price or product differences. They perceive it as a significant barrier so it can have a major impact on sales revenue.
Research by Salesforce found that 75% of people expected a consistent service when engaging with a brand regardless of whether it was in person, or call centre and even using a mobile application or internet.
McKinsey’s research on CX says that engaged and satisfied customers buy 50% more frequently, spend 200% more each year, and are five times more likely to display brand loyalty.
Mystery shopping programs are a key management tool to understand how you deliver on CX to your customers versus your competitors. To discuss how this may work for you please contact us: