Relevant article from Warc focusing on the four pillars of Customer Experience. Credit to coworker Tim Parcell for this brief synopsis:
- Good CX can cause 2-3% increase in revenue for every 10 percentage lift in customer satisfaction.
- Digital First Journeys generated 10-20 percentage points more satisfaction than traditional journeys
- Great advertising and word-of-mouth recommendations can boost satisfaction by 30-40 percentage points
The Four Pillars
- Focus – Do less things. Better
- Simplicity – People like tasks that take less time
- Digital First – Map the whole ecosystem and give people tools
- Perceptions – Craft always matters
