Customer experience has become an essential element for the sustainable success of the most successful companies.

According to a recent report by the company Medallia, companies that are leaders in customer experience are up to 26 times more likely to achieve 20% annual growth compared to those that do not prioritize this crucial area. In addition, these companies are also 2.8 times more likely to achieve their financial goals and be perceived as a great place to work by their employees.

What is the relationship between customer experience and business success?

The link between a positive customer experience and business growth lies in increased customer loyalty and retention. Those companies that have perfected their customer experience have satisfied customers who show a higher propensity to buy again, even at slightly higher prices. In addition, these customers reduce the churn rate, which reduces the need to invest heavily in acquiring new customers. Customer satisfaction also becomes a powerful marketing tool, as happy customers tend to recommend the company to friends and family, generating new potential customers.

On the other hand, customers who have experienced an excellent interaction with the company are willing to spend more money on additional products or services. This translates into increased customer lifetime value and contributes to sustained company growth over time. In addition, these customers show greater tolerance for potential errors and are willing to give the company the benefit of the doubt in challenging situations.

The importance of technology and marketing in the customer experience

The report also reveals that leading customer experience companies plan to invest two to three times more than their lagging competitors in customer-related technologies, with artificial intelligence being a key enabler.

In terms of market share, companies that excel at delivering an exceptional customer experience are more likely to capture new customers and stay ahead of the competition. To this end, design plays a decisive role in the strategy of brands and companies. From the company’s logo to the packaging of its products, design is essential to establish good relationships with consumers and convey brand values in a precise and efficient way.

In short, a good customer experience not only has a positive impact on business growth but also contributes to achieving financial goals, improving employee perception, and strengthening market position. For companies and business research professionals, it is critical to understand the importance of delivering an exceptional customer experience and to constantly seek strategies to improve it. Undoubtedly, customer experience is becoming a key factor for success in today’s business world.

Continue your professional training

At the Universidad Internacional Iberoamericana (International Ibeoamerican University, UNIB), we understand the importance of design in the customer experience; and that is why we offer the following program: Master in Strategic Management with a Specialty in Management. This program is designed to train professionals capable of applying innovative strategies in the business environment to offer a unique experience to customers.

Don’t miss this opportunity to advance your professional career and train as an expert in strategic direction and management, which will give you a clear competitive advantage in the market. Click here to learn more about our mastery program and start transforming your customers’ experiences into real pillars of business growth and success.

Source: Companies with a good customer experience grow more, and here are the reasons why