Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company.
This is the number one reason why more businesses are not actively improving their customer experience performance.
If businesses had evidence of how customers rate them against competitors I believe more businesses would be actively working on their customer experience.
The key is to provide creditable results that are easy to interpret and understand.
The second key is to provide business with an effective, affordable way to improve results.
And the third key is to ensure these efforts produce results that keep organisations motivated to continue the improvements long-term.
Chris Bell – Customer Experiences