GetFeedback

AUGUST 14, 2019

Preferences for how they interact with your brand today will certainly shift in the future. Always keep tabs of changing customer needs. In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. (You

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. CX Problem #3.

Culture 110

Culture Customer Centricity Customer Journey Mapping Sports 110

Qualtrics

FEBRUARY 21, 2020

In the current landscape, it’s easier than ever for customers to open accounts with a number of different businesses, rather than rely on a single bank for all their needs. We examined the quality of CX within each of the industries, as well as how customer experience affects various aspects of brand loyalty.

Banking 36

Banking Customer Experience Contact Center Customer Journey Mapping 36

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. Conversely, underperforming teams predominantly rely on qualitative approaches like customer journey mapping.

Measurement 71

Measurement 2021 Management Omnichannel 71