A delighted customer is more likely to engage with a company in a number of valuable ways:
Purchase more from a company
Recommend a company
Trust a company
Forgive a company after a mistake
Try new products and services
Here is how executives have gained better insights:
Ear to the ground
Your customers might be trying to tell you something. Are you listening?
Most marketing leaders say they are not great at listening to customers:
One solution? Listening initiatives. Executives who implement them say the programs:
Who is on the customer experience team?
Creating the right roster for serving customers depends on the company's industry and specific challenges.
Members of the CX team most commonly come from:
But not all companies are prepared for these opportunities...
...perhaps because most take an ad hoc approach to technology investments: