80% of CEOs believe they offer a superior customer service, but only 8% of their customers agree (Bain).
There is clearly a gap between perception and expectation, but how do you bridge it? We've compiled some research and pulled together an infographic to highlight the key expectations of consumers. With key metrics and accompanying resources, this is a valuable tool when considering your own customer experience.
Historically the best supplier won the contract. Thereafter control of competitiveness moved to the best product distributor who would win the race for customers, loyalty and profit. In the 1990s organisations controlled information, however mobile and social forces have resulted in a transfer of this control to empowered buyers. Customers lead and the race to differentiate competitiveness is increasingly challenging.
It is increasingly important that you make it easy for customers to buy from you:
So, is investing in good customer experience worthwhile? We certainly think so!
In a recent survey, 39% of organisations rate managing multi-channel customer end-to-end as a priority. But, only 14% of organisations we surveyed believe they are managing the end-to-end journey well, as part of their ‘business as usual’ activities.
In our blog, we suggest analysing three capabilities to highlight the most effective multichannel transformation potential.