How CX Can Combat Customer Churn

Businesses are in constant battle to improve their customer experiences in such a way that they limit customer churn. As every customer is different, the ways in which they want their experience will also be different. One thing that rings true amongst all customers is that if any amount of simplification is possible, it should be done. This is particularly true of any digital interaction between a customer and a brand. Meaning, adopting the latest digital features to appease customers who quickly come to expect the “latest and greatest” can be extremely effective. Similarly, one route to consider is taking a look at the big picture to understand pain points and less-than-optimal touchpoints throughout the customer journey. With this data, as well as customer insight, the entire customer experience could be made more pleasant. When executed well, such improvements can potentially lead to a 10-15% reduction in customer churn as well as 50% lower costs to serve, as according to McKinsey & Company. For more information on the ways in which your organization can reduce customer churn and improve customer experience over time, read on to the infographic paired alongside this post.