Report: The Customer Experience-Loyalty Connection
May 10, 2011 3 Comments
The report examines the connection between customer experience, loyalty, and revenues across 12 industries: airlines, banks, credit card issuers, health plans, hotel chains, Internet service providers, insurance companies, investment firms, personal computer makers, retailers, TV service providers, and wireless carriers.
Here’s the executive summary:
Temkin Group analyzed the correlation between customer experience and loyalty across 12 industries: airlines, banks, credit card issuers, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, computer makers, retailers, TV service providers, and wireless carriers. Customer experience leaders enjoy a double-digit advantage in customers willing to buy more from them, reluctant to switch business away from them, and likely to recommend them. A modest improvement in customer experience can drive between $179 million (for health plans) and $308 million (for hotel chains) of incremental revenue over three years for every $1 billion in annual sales.
Here’s a figure from the report that shows the correlation between cusotmer experience and loyalty for 143 companies:
We built a model based on this correlation that identifies the increase in revenues from good customer experience in three areas: more products being purchased by existing customers, fewer customers switching their business away, and new business generated by word of mouth. Here’s an overview of those findings from the report:
The bottom line: Improving your customer experience makes good business sense.