Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Consumers in the UK are leading the CSR charge

Brands everywhere must improve human interaction

The '2019 UK CX Trends' study found that 42% of consumers say that brands' support of environmental, social or political causes is becoming more or much more important to their purchasing decisions. This is notable as previous research found UK consumers already rank corporate social responsibility much higher than US or Australian consumers. Just 36% of US consumers and 18% of Australian consumers said this factor is becoming more or much more important in their decisions.

The company's annual CX Trends studies survey both consumers and brands to reveal where these two groups align, and where there are disconnects on important customer experience issues. In addition to the trend mentioned above, the 2019 study revealed four additional trends, as well as important takeaways, to help brands move beyond mistakes and realize the massive opportunities found well-executed customer experience.

The five trends included:

1. Lurking vs. Listening. Brands prioritise mining digital data, social posts, and reviews over having direct conversations with consumers about important issues. However, most customers (73%) say asking them directly is the best way to get to the most essential insights.
2. Dismissing the Human Factor. Customers say the most important thing brands can do to improve their experience is provide better service through their employees.
3. Neglecting Non-buyers. Seventy-two percent of customers who leave a website without buying are there to browse, compare or research, but that isn't necessarily the bad news. Most brands aren't even thinking about how to create experiences to engage these pre-customers for the long-term.
4. Definition of Loyalty Diverges. Customers say one of the most important ways they show loyalty is by providing both positive and negative feedback. It's difficult for most brands (and many metrics) to treat constructive criticism as a gift and not a scourge.
5. Consumers Care. Corporate social responsibility is increasingly important for both customers and employees. Forty-two percent of UK consumers believe it is becoming more or much more important for brands to embrace those causes.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)