Many different customer experiences (for every specific need)

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On the company side, recognizing the impact of customer experience on loyalty processes allows for significant savings . It is known: customer acquisition can cost up to 5 times more than the expense incurred to retain existing ones. Churn causes companies to lose revenue, both directly because payment for the product or service is no longer made, and indirectly, if we think about the resources spent (money and time) to replace customers.

Another issue not to be underestimated: the customer dissatisfied by a disappointing customer experience could trigger a chain of negative reactions , perhaps activated by a simple word of mouth on social media. At that point it will become inevitable to consider the costs associated with reputation rehabilitation operations.

In both cases – in replacing customers who have abandoned the brand with new customers guatemala whatsapp resource and in promoting a counter-narrative that can mitigate the effects of bad publicity – a customer experience can be crucial, because it allows you to focus on the specific target on which marketing has become less effective , intercepting it on multiple channels, at different times, with customized content built on specific needs, requirements and desires.

Today it is possible to develop numerous types of customer experiences , thanks to the continuous progress of digital technologies, the growing hybridization of touchpoints (in the sense of contamination between physical and virtual) and the ever-increasing performance of the channels managed by organizations. In a constantly evolving context such as the current one, it can therefore be complicated to be able to unambiguously define the winning approach to adopt to create a good consumer experience. In other words, there is no single framework: every company is unique, just as its customers are unique. Knowing them thoroughly, investing in long-term relationships and providing personalized experiences are all essential aspects to consider. And to create positive experiences, increase sales and nurture brand loyalty, organizations must find the right digital tools.