Solving customer problems and building loyalty with CX
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Actions based on CX insights drove a 12 ppt increase in customer likelihood to return and an 11% increase in potential revenue
In service industries, the key to long-term growth + success is in returning customers. Since positive experiences drive return visits, how are you working to find and resolve the issues that drive customers away?
A car wash brand partnered with SMG to find how certain bad experiences and poor problem resolution were driving down loyalty. SMG helped the brand ask the right questions, find the right data, and uncover the right insights to counter customer problems that were putting loyalty and ongoing revenue at risk.
Download the case study to learn:
- How SMG helped analyze data to identify the most effective areas for improvement
- The proactive solutions SMG helped develop to address the range of customer problems
- How improving customer experiences drove impact on ROI