A "Satisfied Customer" is the best strategy of all.
Every company’s greatest assets are its "Customers"!


- Michael Leboeuf, American business author and management professor.

2 Key Predictions on Customer Experience for 2020:

  • 89% of companies will compete mainly on Customer Experience (CX) - Gartner Research.

  • Customer Experience will overtake price and product as the key brand differentiator - Walker Research



2007 - 2017

  • Stock prices of CX Leaders grew by a whopping 184% (3X of CX Laggards

  • S&P 500 Index companies grew by 139%

  • CX Laggards grew only by 63%


  • 52% Customers Churn just after 1 bad experience, leading to low revenues

  • 35% Customers less like to purchase, leads to further lower revenues

  • Extremely bad reviews - 95% customers share their bad experience to 9-15 friends, and upto 300 on social media, seriously impacting new leads

  • 6-7 times more costly for them to acquire new customer, due to poor word-of-mouth

  • Low chances of survival, may be at the best stagnant or consistent low growth


  • 42% more retention i.e. better revenues

  • 32% more revenues per customer i.e. higher growth in revenues & gross margins

  • 33% increased customer satisfaction i.e. more happy customers, who bring in additional qualified leads

  • 17%+ more loyalty i.e. each loyal customer = 10X their first purchase

  • 66% probability for up-sell or re-sell to existing customers

  • 30%+ operational savings in serving their existing customers

  • 10X Growth in true sense

Why Customer Experience (CX)?

Benefits of CX


What is Customer Experience (CX)?

Customer Experience (CX) is your customers' holistic perception of their overall experience with your brand. It's the result of every interaction a customer has with you, right from navigating the website to purchasing to using your product/service, and talking to customer service during the after-sales service. CX is larger than customer service i.e. customer service is just one part of the whole customer experience, where we respond only when things break down. To get the graphic overview on the difference between Customer Service and Customer Experience, click here!

Why is Customer Experience (CX) important for your business?

Delivering a great Customer Experience leads to multifold benefits for any business i.e. increased customer loyalty, increased customer satisfaction, better word-of-mouth marketing, higher brand value, and most importantly enhanced revenues as well as gross margins. For an graphical overview, click here, and for detailed benefits, click here.

What are the reasons of Bad Customer Experience (CX)?

Why the customers leave a company?

  • 68% - customers feel that you don't care about them (missing personalized service)
  • 14% - customers are dissatisfied with your service
Which means, 82% customer churn happens not because of your product, but due to the bad experiences with your business! Bad customer experience is primarily caused by:
  • Long wait times to fulfill requests or while solving queries
  • Rude/angry employees
  • Employees who fail to understand the customer needs
  • Unresolved service issues or questions or queries
  • Impersonalized Service
  • Too much automation i.e. missing emotional empathy

How to improve the Customer Experience (CX)?

In order to improve, we have to first thoroughly assess how your business fares in terms of CX. To get an free consultation, submit this form. Details and strategy to improve CX for your business, will follow after the free consultation. Check out this post, to see how a listed real estate firm improved its revenues, gross margins and customer satisfaction levels after I implemented an end-to-end CX Strategy for them, using an Digital platform and Analytics.

As today's most powerful competitive differentiation, "Customer Experience Strategy" empowers any business to easily disrupt even the most crowded industry, maximize its success, and create a sustainable 10X growth path in the long-term.

Zoomcar uses CX

Zoomcar uses CX

A market leader in self-driven car rentals, Zoomcar has been extensively using CX since 2017, to make it's service more simpler & efficient for their customers. As a result, it currently has a 70% market share with valuation now at $240 Million!

Goomo uses CX

Goomo uses CX

A  travel tech  startup,  operating   in  3 verticals i.e.  consumer,  corporate  and B2B. Goomo intends to be amongst top 3 travel distribution companies, through consistent  CX  delivery. It currently has an 40% market  share  with  transacted value of $310 Mn!

Benefits of Impactful Customer Experience Strategy

Need CX for Your Startup?

Our certified CX Experts will create an customized, impactful CX Strategy for your Startup, empowering it with an powerful competitive advantage, thereby maximizing its success, and build a sustainable growth model!