Study: The ROI of customer experience in 2021
How breakthrough customer experiences are driving loyalty and growth
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Brands that overlook the importance of customer experience also underestimate the damage bad customer experiences can cause. Research conducted by the Qualtrics XM Institute found that just one bad experience can have a negative impact on customer relationships and reduce future sales by up to 14 per cent.
This whitepaper explores the trends Qualtrics identified based on research insights from nearly 18,000 consumers around the world to understand how their experiences impact three key loyalty metrics – trust, advocacy and likelihood to purchase more.
Access this study to discover how these key loyalty metrics vary by 17 different industries, and how to leverage great customer experiences to drive sales and growth.
Download this study to learn:
- The impact of customer experience on loyalty and growth
- How you can expect a bad experience to impact sales in your industry
- Steps to take to improve the customer experience
