According to a recent study, executives were asked about their top priorities for the upcoming 12 months and their answer was improving the customer journey which received the most number one ranking.
Let us first explain what customer journey is; it is the whole experiences that customers go through while interacting with your organization, from knowing about you, to receiving the product or service, to the use of that product or service.
Customer journey and experience have been very popular in the last period as all the new management science is customer based, and when creating a customer-based process and journey; this will affect the satisfaction of the customer. To understand the effect of the customer satisfaction degree; here are some relative statistics:
· If 20 customers were dissatisfied with your product or service, 19 won’t tell you, 14 of the 20 will take their business elsewhere.
· Dissatisfied customers tell an average of 10 other people about their experience; 12% tell up to 20 people.
· Satisfied customers will tell an average of 5 people about their positive experience.
· It costs five times more money to attract a new customer than to keep an existing customer.
· Up to 90% of dissatisfied customers will not buy from you again, and they will not tell you why.