How do your customers find out about you and/or your product or service? How are they treated during the transaction? And how is the post-sale followup?
The above questions are answered in your Customer Journey research. Here is where you gain valuable information on your customers (and potential customers) from discovery, transaction and service after the sale.
Find out if you are aligned or not with your customers wants and needs and how they want to be treated. You could also find points along this process that are value added to your customers, and points that are not, which can be eliminated, improving your process and saving you time and money.
A good customer experience means your customers spend more, with: 86% of buyers are willing to pay more for a great customer experience> The Temkin Group
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Customer Journey Stats:
Customers are willing to pay a price premium of up to 13% (and as high as 18%) for luxury and indulgence services> PwC
62% of companies view customer experience delivered by contact centers as a competitive differentiator.> Deloitte
67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. The rest, they just leave.> The Kolsky Group