What is the main benefit of investing in customer experience?

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By building a good customer experience, a brand can both attract new customers and encourage existing ones to become more engaged with the brand.

How does this happen?

Having a good experience with a brand, customers (according to research by Smart Insights) are more likely to become brand advocates and therefore recommend it to their friends.

At the same time, it should be remembered that every stick philippines telegram data has two ends, which means that every bad experience with a brand can be a trigger for a customer to become a critic of the brand, who will have no qualms about giving the brand a bad review.

benefits of good customer experience - customer experience

Source: Smart Insights, 2024

On the other hand, there is still a large group of customers who decide not to tell anyone about their good experiences.

In this situation, the brand's task becomes to encourage them to share their opinion .