The quality of the CX you deliver affects the identity and health of your brand, how much your customers are willing to spend, and whether they will return. It’s crucial.
To really drive the point home, the Temkin Group produced an insight report revealing the ROI of Customer Experience. The study found that excellent CX links to repurchasing, loyalty, and recommendations.
Consequently, the report estimates improved CX results in up to $428 million more in revenue for retailers over three years.
“We evaluated the connection between the three elements of the Temkin Experience Ratings—functional, accessible, and emotional—and the two areas of loyalty—the likelihood to recommend and the likelihood to purchase more—for companies across the 19 industries. We found a strong correlation between every combination we examined for every industry. Intriguingly, the emotional element of experience has the highest correlation to loyalty in almost every industry.”
Needle helps brands deliver the exceptional customer experiences that help capture this increased revenue. By connecting online shoppers with a brand’s loyal fans and product experts, Needle enables memorable, personalized experiences that surpass the impersonal nature of ecommerce to engage customers and keep them coming back.