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Written by Elizabeth Bell Originally published on www.higherlogic.com When executed with proper planning and resources, a customer community can have a tangible impact on key business performance indicators, including ticket deflection, revenue generation, and customer satisfaction. According to Aberdeen Research , firms with online communities: Enjoy 5.4x greater annual increase in customer satisfaction rates Achieve 41% greater average customer profit margin Are 2x more likely to have a formal strategy to encourage loyal customers to become brand advocates Improve (decrease) support costs by 32.9% year-over-year Grow customer retention ...

Too often, customer experience professionals fall into reactionary roles, focused on putting out fires and smoothing customer complaints. While important, customer experience can be about so much more—and making sure customer service is exceptional should be seen as a critical part of your business’s goals. Here are three benefits a better customer experience can bring to your business. 1. Keep Customers Your customer experience team holds the fate of many of your customers in their hands. If a customer has a great interaction with your team, they’re 92 percent more likely to make another purchase from your company. And if they aren’t satisfied ...