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oops wanna know a secret it's not about you and it's not about me I'm just the voiceover guy it's all about the customer and well their overall experience the customer experience yep customer experience matters the purpose of business is to create and keep a customer but keeping them is not so simple Temkin group research shows that 39% of consumers decrease their spending with the company after one single bad experience and 17% stop spending all together add to that how quickly consumers are sharing their bad experiences through word-of-mouth Facebook review sites like Yelp and Twitter so yes customer experience matters trust me on this I'm the voice-over guy successful companies capitalize on the secret by improving the customer experience customers that have a great experience with companies are 9 times more likely to recommend them eight times more likely to trust them and seven times more likely to forgive their mistakes to buy from them again and to try new offerings even a modest improvement can generate a major increase in revenue more than half of large companies strive to be customer experience leaders within three years but you have found the magic in the 2015 10 can experience ratings of 20 industries only four point four percent earned excellent ratings while twenty eight percent earned poor or very poor ratings that's nearly seven times as many and only three percent of large companies have reached the highest level of customer experience maturity so where do you start with customers right nope here's another secret it actually starts with your employees engaged employees are a real asset they work late if things need to be done do good things for the company that aren't expected of them and suggest improvements all key to delivering excellent customer experience so it's no surprise that customer experience leaders have 50% more engaged employees customer experience matters that's the secret so what are you going to do about it me I'm just the voiceover guy