A recent Salesforce study showed that a staggering 80 percent of customers believe that the experience provided by a company is just as important as the products and services themselves. In other words, if you’re selling the world’s greatest invention since the lightbulb but can’t provide a great customer experience, you’re losing out on significant revenue.
The same study revealed that 67 percent of customers have higher expectations than ever when it comes to customer experiences.
In the words of the study:
The ripple effect of a single bad experience goes beyond one lost sale. Fifty-seven percent of customers have stopped buying from a company because a competitor provided a better experience. What’s more, 62 percent of customers say they share bad experiences with others. With the proliferation of peer review sites and social media, this practice can inflict widespread reputational damage.
The bottom line is that now more than ever, it is absolutely critical to meet the expectations of people browsing your site. There is a direct connection between your revenue and their digital experience. If you fail to meet expectations, you fail to make sales, you damage your reputation, and you lose customers to competitors.
So what’s the solution?
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