All too often, we see marketers halt their relations with a contact once a deal is closed-won — but your marketing initiatives shouldn’t stop there. Client marketing tactics offer a great deal of opportunity to promote upsells and decrease churn. After all, the easiest people to sell to are those who’ve already purchased from you.
Understanding the Importance of Customer Delight
The concept of customer delight goes beyond customer satisfaction. list of albania consumer email While customer satisfaction focuses on meeting customers' expectations, customer delight goes further by exceeding their expectations. When customers are delighted, they are more likely to become loyal advocates for your brand, spread positive word-of-mouth, and even tolerate the occasional mistake or misstep. In contrast, when customers are dissatisfied, they are more likely to switch to a competitor, leave negative reviews, and damage your brand reputation.
To truly understand the importance of customer delight, let's take a look at some statistics. According to a survey by American Express, 60% of customers are willing to pay more for a better customer experience, and 86% are willing to pay up to 25% more for a superior experience.
Another study by Oracle found that 89% of customers have stopped doing business with a company after a poor customer experience, and 50% of customers have switched to a competitor due to a poor experience.
Clearly, customer delight is a critical factor in driving customer loyalty, increasing revenue, and building brand reputation. But how can your organization achieve this level of customer delight? Let's explore the role of each team in the customer journey.
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