If there was a single recipe for success in today’s business environment, a great customer experience might just be it. This infographic outlines the benefits and results organizations can achieve by cooking up a memorable customer experience.

1. Great Customer
Boosts Loyalty
Customer experience is made up of every interaction – from
reading an email and visiting a website to speaking with an
employee and actually using a product or service – that a
customer has with your organization, and how he or she
perceives those interactions. Engaging customer experiences
serve up big benefits for the organizations that deliver them.
When customers feel cared
for and catered to in their
interactions with a company,
their willingness to repurchase
from and recommend that
company increases.
A��s New
Customers
When you wow your customers,
they are likely to share those
experiences with others, which
drives brand awareness and
more new customers.
Increases Revenue
Engages Employees
By reducing customer churn,
encouraging larger purchases,
increasing the number of
brand advocates and engaging
new customers, a seamless
customer experience can help
increase revenue.
Transforms
Organizations
A great customer experience
can be truly transformative to
companies, making them think
more purposefully about the
way they conduct business
and shaping organizations
from the inside out.
Sources: Forrester, Gallup, Temkin Group, Watermark Consulting
Employees today want to be proud of
where they work, and part of that
comes from knowing that their
employers will do right by customers
and being empowered to be part of
the customer experience
Creates a Com�titive Advantage
Price is no longer the biggest differentiator. People like doing
business with businesses that they like, and that affinity can be
cultivated through a memorable customer experience.
The revenue impact from
a 10 percentage
point improvement
in a company’s customer
experience score can
translate into more than
$1 billion
Customer Experience: A Recipe for Success
of customers who rated
their experience as very
good were likely to
repurchase from that
company, compared to
only 9% who rated their
experience as very poor
92%
Customer experience
leaders have more than a
16 percentage
point advantage
over customer experience
laggards in consumers’
willingness to buy more,
their reluctance to switch
providers and their
likelihood to recommend
the business
of customer
experience decision
makers say that a
good experience is
critical to their success
90%
Customer experience leaders
outperformed the broader
market, generating a total
return that was
35 points higher
than the S&P 500 Index
An engaged
customer represents
a 23% premiumin share of wallet,
profitability, revenue
and relationship
growth when
compared with the
average consumer
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