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)

Brands far too confident in CX 'improvements'

And they blame customers for their CX failings

The study found a 78% gap between the number of brands that say they are "definitely" doing a better job of delivering excellent experiences and what customers report. And when asked how much responsibility customers have in creating better experiences, 40% of brands said that customers are very responsible, with an unbelievable 12% claiming customers are solely responsible. Customers on the other hand, see improvement as a shared endeavor.

The 2019 CX Trends Report surveyed both consumers and brands in the United States and revealed five troublesome trends, as well as important takeaways, to help brands move beyond the mistakes and realize the massive potential of well-executed customer experience.

The trends include:

1. Lurking versus Listening
   Brands prioritize mining digital data, social posts, and reviews over having direct conversations. However, most customers (70%) say asking them directly is the best way to get to the most important 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. Brands underestimate this by points.
3. Pathetic Personalization
   Personalization efforts aren't creating better customer experiences. Only 21% of consumers said they felt cared for.
4. 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 even the bad news. Most brands aren't even thinking about how to create experiences to engage them for the long-term.
5. Definition of Loyalty Diverges
   Customers say one of the most important ways they show loyalty is by providing both positive and negative feedback. Not a single brand mentioned (or likely value) constructive criticism as an indicator of positive engagement.

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)