Sources:1slideshare.net/RightNow/2011-customer-experience-impact-report 2parature.com/infographic-financialcustserv 3McKinsey 4White House Office of Consumer Affairs 5Forrester, The Business Impact of Customer Experience 6Bain & Company

The importance of a positive customer experience

1% of customers feel that their customer experience expectations are always met1

89% of customers stop doing business with a company after a bad experience1

It costs up to 7x more to acquire new customers than retain current ones4

The average company loses up to

30% of their customers

each year3

86% of customers are willing to pay up to 25% more for a better experience1

The high cost of churn

negative experience takes

12 good experiences to make up for it2

One

Positive business impact

Companies who lower

their customer attrition

rates

5%

Raise company profits by

up to

95%6

Enterprise companies who raise

their customer

experience score by

10%

Realize additionalrevenue of

$1 billion5

Increase their value

30%6

Companies who raise

their customer retention

rate

10%