Aggregators frequently act as intermediaries and the value proposition is usually based on better value for money and convenience. When better value for money comes at the expense of better customer experiences, it leads to higher customer acquisition costs and lower profits in the long run.
Transactions are primarily online, and while satisfied customers can be encouraged to act as advocates on review sites, dissatisfied customers will cost more to serve and can cause irreparable damage to a businesses reputation.
The CX Index platform has a proven track record in helping aggregators to navigate the world of customer experience reducing operational costs and increasing brand advocacy, leading to lower cost to serve, lower customer acquisition costs and higher profits.
