1、1 2021 Qualtrics LLCROI of ROI of customer customer experience experience in 2021in 2021How breakthrough customer How breakthrough customer experiences are driving experiences are driving loyalty and growthloyalty and growth2Table of contentsSummaryHow customer experience impacts trustHow customer e

2、xperience impacts advocacyHow customer experience impacts likelihood to purchase moreMaximizing CX ROI391418233Its official:experience drives loyalty and growthSUMMARY4The better the experience,the stronger the loyaltyIts clear from our research that a good,or very good,customer experience can incre

3、ase loyalty,improve sales and revenue,and differentiate a brand from its competitors.Brands that overlook the importance of customer experience also underestimate the damage bad customer experience can cause.Our research found that just one bad experience can have a negative impact on customer relat

4、ionships and reduce future sales by up to 14.7%.CONSUMERS ARE:Summarymore likely to trust an organization after a positive customer experiencemore likely to recommend an organization after a positive customer experiencemore likely to purchase more from an organization after a positive customer exper

5、ience4.3x5.1x3.5x5Overall,we found a strong connection between good customer experience and loyalty.Based on customer satisfaction ratings(1-5 stars),its clear that the better the customer experience,the more likely customers are to trust,advocate and purchase more.Read on to dig deeper into these t

6、hree loyalty metrics,how they vary by industry and how your brand can leverage great customer experiences to drive sales and growth.A global viewIn partnership with the Qualtrics XM Institute,we surveyed 17,509 consumers across 18 countries,exploring customer experiences across 17 industries.We inve