The CX Edge was created to serve the Industrial Products and Services community by developing and executing marketing strategies that enhance the customer experience.
Customer Experience Marketing Solutions
People
The first step in developing a comprehensive Customer Experience strategy is ensuring you have the right people in place and that those people not only understand your Company’s expectations but are trained in how to execute it.
Product
A key element in the Customer Experience is not only ensuring you have the right mix of products and services to serve your market but also that these solutions are easy to find and interact with.
Process
Ensuring your Company has efficient and effective processes in place as well as the appropriate application of technology will allow your employees the time to deliver a great experience and your customers a seamless purchasing experience.
Feedback
The Customer Experience is a never ending process that must be constantly reevaluated and adjusted based on market demands. Part of this process is to get feedback from your employees, customers and the marketplace to determine how you can continue to improve.
Why Focus on the Customer Experience?
Increase Customer Loyalty
64% of customers find their experience is more important than price when purchasing a product or service.
1.6x-1.9x Higher annual growth for “Experience-Driven Businesses” vs other companies driven by customer retention, repeat purchase rates and average order value.
57% of customers have stopped buying from a company because one of their competitors provided a better experience.
Increase Revenue from New Business
Companies with a superior customer experience bring in 5.7x more revenue than competitors that lag in customer experience.
American consumers will pay 17% more to purchase from a company with a reputation for great service.
81% of companies view customer experience as a competitive differentiator.
80% of customers say they are more likely to do business with a company if it offers personalized experiences.
Increase Employee Engagement
“Experience-Driven Businesses” see 1.3x-1.5x greater personal, team and department satisfaction than other companies.
Companies with initiatives to improve their customer experience see employee engagement increase by 20% on average.
Companies with engaged employees outperform the competition by 147%.
Companies with engaged employees see 233% greater customer loyalty and a 26% greater annual increase in revenue.
“Customer experience (CX) is the new marketing battlefront. More than two-thirds of marketers say their companies compete mostly on the basis of CX. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.”