86%
OF CUSTOMERS WILL
PAY MORE FOR A BETTER
CUSTOMER EXPERIENCE
6
If you treat customers as individuals and
meet their expectations, you'll stand out
from all the other options. Recognize
customer needs, remember what they've
wanted in the past, and offer relevant
recommendations based on what
you know; what you know about your
customers should always be growing.
More than half of customers are more
likely to buy from a retailer, whether
on or offline, when they're recognized
by name. If you're beginning to build
your customer knowledge base,
bring customers to you with loyalty
incentives. Even smaller incentives, like
a free oil change after so many service
appointments, will at least gain the
attention of new customers, and could
earn you future sales. You can also
experiment with this model beyond
service with incentives for repeat car
buyers. What kinds of deals would entice
a customer to come back a second time?
STAND OUT FROM
THE PACK
5
6
"2011 Customer Experience Impact Report," Oracle
