Customer Experience
Here is some interesting news regarding the customer experience. Of course, it is about loyalty and profitability. What else would be the point?
A couple of things to consider:
- There’s a shakeup on the CX leaderboards.
- A superstar CX isn’t always worth it.
The biggest change in our new approach is the way we judge CX excellence. To hit a home run, the 299 brands we studied had to do more than make customers happy. They had to design and deliver a CX that actually helps the business by creating and sustaining customer loyalty.
Our new rules shook up the standings and pulled a bit of a Billy Beane, tipping conventional CX wisdom on its head.
Digital Business