Primero Systems Blog

CLARITY Wednesday: Customer Experience in Focus

Did you know that after a bad customer service experience, 39% of customers will avoid a company for two years?!?

When asked about factors that influence a business’ decision to implement a digital transformation strategy, nearly half of all organizations cited customer experience and customer satisfaction as their leading influences.  

3 Customer Experience Facts Worth Considering

  • 72% of businesses say improving customer experience is their top priority. 
  • Today’s buyers want organizations to treat them as a unique individual and know their personal preferences and purchase history. 
  • Two-thirds of the CEOs of Global 2,000 companies will shift their focus from traditional, offline strategies to more modern digital strategies to improve the customer experience before the end of the year - with 34% of companies believing they’ll fully adopt digital transformation within 12 months or less. 

Assess the Value of Customer Experience to Your Organization

U.S. companies lose more than $62 billion annually due to poor customer service. Americans tell an average of 15 people about a poor service experience, versus the 11 people they tell about a good experience

What value do you place on measuring, evaluating, and taking action to improve your customer experience to ensure you meet or exceed their expectations? 

Determine Your Organization's Related Pain & Frustration

In order to fully assess your level of pain (and frustration!) it’s helpful to know where you want to be. So…what does good look like?

A low pain example of Customer Experience would be: We rely on solid, established metrics rather than intuition. We make use of robust data capture to analyze customer sentiment, purchasing trends, product returns and marketing outreach effectiveness. 

What is your organization's level of pain as it relates to Customer Experience? 

The CLARITY Assessment™

In the CLARITY Assessment™ we focus on 7 key company objectives. Above, we touched on Customer Experience, which is one of 5 categories related to the broader objective of Customer Relations:  

Customer Relations

  • Customer Experience
  • Customer Service
  • Customer Retention
  • Customer Acquisition
  • Customer Enablement

Learning & Development
Agile Operations
Risk Management
Information Technology
Technological Innovation
Yield (Financial)

For a deeper look, you’re invited to take the CLARITY Assessment™, to identify your priorities and highest ROI in your company’s own digital transformation journey. 

Learn more here. Or if you’re ready to take the assessment, start here

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