Why Customer Experience Matters

We've entered the age of the customer where focusing on the customer has become imperative to the success of any organization.

The Age of the Customer

Customer Experience (CX) is defined as the sum of all interactions that occurs between an organisation and their customer, creating a journey from the initial consideration of a product or service, right through to making a purchase and beyond.

The customer journey exists both online and offline and stems across B2B (business to business) and B2C (business to consumer) channels.

The challenges that organisations face today in what has become a globalised economy is how to compete, where price-points and features vary little, there is more choice than ever before, and customers have become less forgiving and loyal.

These challenges can be easily addressed when organisations become customer centric and starts to focus on the experience first, one that delights their customers at every tough point, setting them apart from a competitor.

Increase revenue and sales

Forester research has show that great customer experiences can lead to 60% higher profits.

Create loyalty & retention

44% of consumers consider customer loyalty to be a relic of the past. Focus on the experience first and avoid losing customers.

Increase advocacy and referrals

It costs less for a referral so start creating WOW moments through great customer experiences that will increase advocacy.

Reduce churn

Accenture research has show that price is not the main reason for churn, it is the overall quality of customer service.

Gain the competitive advantage

Customer experience offers the perfect platform for organisations to differentiate themselves from their competitor landscape.

Connect today and see how Kademi can help you create incredible customer experiences.

Contact the team
%

Increase in revenue when great
Customer Experience is achieved.

%

Of customers leave
based on a bad experience.

Bridging the technology gap

Delivering a great customer experience requires software to manage, deliver, and optimize experiences consistently across every touch-point.

The Challenge

With more touch-points than ever before from customers interacting with a sales assistant in-store, making an online purchase or attending an event, organisations have no choice in adopting multiple platforms from marketing automation to eCommerce in order to manage each touch-point.

However using multiple platforms does come with its challenges:

  • Different platforms do not natively talk to each other
  • Organisations are still sharing data cross-platform via CSV files
  • Integrating platforms can take time and money
  • Customer data sits within silo's across an organisation

The Solution

Kademi solves the Customer Experience problem by giving customers the tools they need to create incredible experiences in a single platform.

  • Create experiences using a drag & drop journey builder
  • Manage each touch-point from a single Admin Console
  • Build touch-point solutions fast using an APP eco-system
  • Capture every customer interaction into a single unique profile
  • Integration with 3rd party CRMs made easy!
Build incredible journeys