Emphasizing the importance of customer experience during ALL initial phases of an employee's onboarding helps to set expectations and begin the shift in culture. Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries who do not.

If you're worried about your bottom line then you should DEFINITELY be investing in the customer experience.

• 84% of companies that work to improve their customer experience report an increase in revenue.

• 73% of companies with above-average customer experience perform better financially than their competitors.

Make no mistake, the customer experience, your employees, and technology all go hand-in-hand with delivering exceptional service. If you have the best CRM software however, it will do little beneift if your employees do not have the mindset and the training to follow through and execute a memorable experience. Keep in mind that 96% of customers say customer experience is important in their choice of loyalty to a brand. Read that again. 96%!

• Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience.

• Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company the provides them with exceptional service.

Yes. With technology always at hand, you will never know the business lost due to poor online ratings and/or reviews. With American consumers willing to pay 17% more to purchase from a company with a reputation for a great experience, you cannot afford to not take your online reviews seriously.

Yes. Simply put, the top reason customers switch brands is because they feel unappreciated.