Customer Experience Question:
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How would you know that your customer experience needs to be improved?


You can not necessarily trust your customers to tell you. Few will take the time to complain or fill out a survey (especially online), they will simply go to a competitor or worse, social media to complain. Better to ask these questions:
★ Is our market share slipping?
★ Is it costing more to acquire new customers?
★ Are we losing existing customers more rapidly (churn)?
★ Are we getting fewer recommendations and favorable reviews online and in social media?
★ How much pain would our customers have to go through to switch to a competitor (switching costs)?
Getting the answers to these questions will not only help determine the current quality of the customer experience but will also form the basis of a business case to do something about it.

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Tell me what goals should be for improving customer experience?Why do we have to care about the experience and loyalty when the company sells once to a customer?