Growth through appreciation: How an excellent customer experience increases company value by over 10%
Ever wonder why some companies effortlessly gain loyal customers while others constantly struggle for market share? The answer often doesn't lie in the product, but in the sum of all interactions. An outstanding customer experience is no accident, but the result of a clear, data-driven strategy that demonstrably boosts revenue.
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The topic briefly and concisely
A positive customer experience is a crucial factor for 73% of customers in their purchasing decision and can increase sales by 2–7%.
Companies that focus on the customer experience achieve six times higher profitability compared to their competitors.
Personalisation is the key driver of customer loyalty; 49% of shoppers made impulse purchases after a personalised experience.
An excellent customer experience is now the crucial factor for business success. In fact, 73% of consumers state that their experience with a company is a key factor in their purchase decision. It's no longer just about solving a problem; it's about making every interaction as smooth, personal, and respectful as possible. Companies that understand this and align their strategy accordingly outperform their competitors in profitability by six times. This article shows you how a systematic approach can not only increase customer satisfaction but also enhance loyalty and, directly, your company's growth. We explore the economic power of a positive customer experience, the pillars of a data-driven strategy, and how modern technologies like AI pave the way.
Key Takeaways
A positive customer experience is a crucial purchase factor for 73% of customers and can increase sales by 2–7%.
Companies that focus on customer experience achieve six times higher profitability compared to their competitors.
Personalisation is the main driver for customer loyalty; 49% of buyers made impulse purchases following a personalised experience.
The use of AI can reduce resolution times in customer service by up to 70% and increase satisfaction by 20%.
The Economic Power of a Superior Customer Experience
A positive customer experience is far more than just good service; it is a direct lever for business growth. Studies show that brands with excellent customer experience achieve 5.7 times more revenue than competitors who lag behind in this area. This effect occurs because satisfied customers not only return but also spend more. Customers are willing to accept a price premium of up to 18% for an outstanding experience. This demonstrates that investing in customer relationships yields a higher return than many traditional marketing measures. The benefits of Auctoa illustrate how digital efficiency supports this. Additionally, 72% of customers share a positive experience with six or more people, significantly reducing the cost of acquiring new customers. The economic facts demonstrate that designing customer interaction must be a strategic priority.
The three pillars of a data-driven customer experience
An outstanding customer experience doesn't happen by chance; it's based on a solid data foundation. Three elements are crucial not just to meet customer expectations but to exceed them. Companies that operate data-driven improve customer retention by an average of 30%. These pillars form the foundation for a sustainable positive relationship.
1. Personalisation through precise data analysis
Today, customers expect to be seen as individuals. A 2024 KPMG study confirms that personalisation is the strongest driver of customer loyalty. By analysing user data, offers and communication can be precisely tailored. This leads to 49% of buyers making impulse purchases after a more personalized experience.
2. Seamless omnichannel communication
The customer journey is fragmented today. Over 60% of consumers research and purchase across various channels, both online and offline. An excellent customer experience therefore requires absolute consistency. Queries via chat, email, or phone must converge in a central system so the customer doesn't have to repeat themselves. This seamless experience is a crucial factor in optimising processes through feedback.
3. Proactive service instead of reactive support
Waiting for problems to solve them is an outdated model. Modern technologies enable anticipating customer needs. AI systems can, for example, predict up to 30% of support requests before they are even made. Such a proactive approach not only reduces costs but also conveys a sense of genuine appreciation and competence to the customer. These three pillars are the building blocks for a modern and effective CX strategy.
Measuring Success: Focusing on the Key Metrics
To strategically improve the customer experience, results must be measurable. Certain metrics have become standard for objectively assessing the quality of customer interaction. Companies that systematically capture CX metrics report a 20% higher customer satisfaction rate. The following three metrics are particularly relevant for this:
Net Promoter Score (NPS): This metric measures the likelihood of recommendations on a scale of 0-10. An increase in the NPS by just 7 points correlates with a 1% revenue growth.
Customer Satisfaction (CSAT): CSAT measures short-term satisfaction with a specific interaction, often on a scale of 1-5. It provides direct insight into the performance of individual touchpoints.
Customer Effort Score (CES): CES measures the effort a customer had to make to resolve their issue. 94% of customers who experience low effort would purchase again.
These figures provide the essential basis to identify weaknesses and directly assess the impact of optimization measures. The analysis of our customer reviews is an integral part of this process.
AI as a Catalyst for a Superior Customer Experience
Artificial Intelligence (AI) is one of the driving forces behind the transformation of customer experience. It enables a level of speed and personalisation that would not be achievable manually. By using AI-powered chatbots, companies can reduce resolution times for customer inquiries by up to 70%. This is especially relevant in property valuation, where quick and precise responses are expected. For heirs and owners who are often under time pressure, a tool like Auctoa ImmoGPT provides instant value by answering complex questions with data support in seconds. However, the benefits of AI go beyond mere efficiency:
Hyper-personalisation in real-time: AI algorithms analyse user behaviour and dynamically adjust recommendations, increasing the relevance for the customer by over 50%.
Objective decision-making: AI systems deliver data-based assessments without emotional or interest-driven biases, strengthening trust in transparent services.
24/7 availability: Customers receive answers around the clock, meeting the expectation for instant service that 65% of customers have today.
Scalability: AI makes it possible to maintain a consistently high level of service without costs rising linearly with the number of inquiries.
By automating routine tasks, AI also frees up time for human experts to focus on complex and empathetic advice.
From strategy to culture: embedding customer centricity within the company
The best technology and the most sophisticated processes are ineffective if the company culture is not customer-centric. A customer-focused approach must be exemplified by the leadership team and embraced by every employee. Companies with highly engaged employees exhibit a 233% higher customer loyalty. This demonstrates that the internal climate directly reflects the external customer experience. A crucial step is establishing a continuous feedback loop. When customer feedback is not only collected but visibly incorporated into process optimization, it increases customer retention by up to 15%. The philosophy of Auctoa is based precisely on this principle of constant improvement through data-driven insights. Ultimately, an excellent customer experience is the result of a holistic alignment that unites technology, processes, and people.
Conclusion: Customer Experience as a Sustainable Growth Driver
The analysis is clear: A strategically planned customer experience is not a 'soft factor', but a hard economic necessity. Companies that invest in personalisation, seamless processes, and the intelligent use of technology secure a decisive competitive advantage. The return on such investments is reflected in up to a 7% increase in revenue growth and significantly stronger customer retention. For property owners and heirs, this means not only receiving a quick and accurate assessment but also having a partner who understands their needs and simplifies the process. An outstanding customer experience is the most reliable path to sustainable success.
customer experience
Additional useful links
KPMG provides insights into the Customer Experience Excellence Study 2024, highlighting current trends and best practices in customer experience.
BearingPoint presents the study "Customer Experience 2023: Excellence on All Fronts," offering comprehensive analyses of the quality of customer experience.
McKinsey offers the "State of Marketing 2024 Report" as a PDF, showcasing the latest developments and strategies in marketing.
EY (Ernst & Young) introduces the "Corporate Reporting Study 2024," which addresses the newest trends and requirements in corporate reporting.
PwC (PricewaterhouseCoopers) provides a study on the future of customer management with a focus on the insurance industry as a PDF.
Plattform Industrie 4.0 publishes a work on value creation networks in the context of Industry 4.0, which also includes references to China.
Medallia releases research showing that customer experience is the main reason consumers choose brands.
KPMG highlights customer experience as a crucial competitive factor and its importance to business success.
Medallia analyses current trends in the field of digital customer experience and provides insights into future developments.
FAQ
How does Auctoa measure the success of the customer experience?
We use a combination of quantitative metrics such as the Net Promoter Score (NPS) and the Customer Effort Score (CES), along with qualitative feedback from direct conversations and our ImmoGPT. This data is directly incorporated into the optimisation of our processes and evaluation algorithms to continuously minimise the effort for you.
What advantage does a digital customer experience offer me in property valuation?
A digital experience primarily offers you speed, transparency, and convenience. You can upload documents at any time, view the evaluation status online, and receive an initial, data-driven assessment within minutes through our AI-supported approach – without waiting for weeks.
Isn't a digital process impersonal?
Quite the opposite. By automating standard processes, our human experts gain more time for personal and empathetic advice on complex matters, which often occur in inheritance issues. We combine digital efficiency with human expertise.
How does Auctoa ensure personalisation?
Our platform analyses the property data you provide and matches it with millions of market data points. This way, you receive a valuation precisely tailored to your property. Additionally, the communication adapts to your needs, whether you prefer quick responses from ImmoGPT or an in-depth conversation with an advisor.
