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experience lived up to their promises? chase. (See Figure 1)


FIG. 1: BUSINESS DYNAMICS ARE BETTER FOR CUSTOMER EXPERIENCE LEADERS
Customer experience index relative to industry average
First quartile Second quartile Third quartile Fourth quartile

Likelihood to consider
another purchase from 6.0%
provider compared to
industry average 2.1%


-3.0%


y Reluctance to switch
-8.9%
business away from 6.8%
provider compared to
or industry average 1.1%
mer
e
-4.0%

g.
Source: North American Technographics® customer experience online survey. Q3 2007 -11.2%




Research shows that there is a remarkably close correlation between good customer
experiences and customer loyalty. The customers of companies who provide good
experiences are more likely to buy again from the same provider, and more reluctant to
switch over to competitors.

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