You might think you know how your customers feel about their experience, but you’re probably wrong.
Welcome to the void. It’s vast, and you’re alone. You start to run, and you know you’re running fast. But how fast? Your lungs are burning, and your legs are tired. You could be going two miles an hour, or you could be going 12.
Without a frame of reference, your actions are (nihilistic as it may sound) meaningless.
With nearly half of all customer experience (CX) leaders having established the direct correlation between strong CX and strong business outcomes, companies are running, but they have no barometer for how fast.
In fact, while 41% of CX teams exceed their managers’ expectations, only 22% exceed customers’ expectations, according to a 2017 Gartner survey.
So, how do you keep that from happening?
We’ve got a handy infographic below to serve as your guide. Download it, learn it, and use it to start healing your CX strategy!
Helpful software types for your CX strategy
Results presented are based on a 2017 Gartner study on Marketing’s role in Customer Experience. The research was conducted using a mixed methodology [online/CATI] during June 2017 and July 2017 among 280 respondents in North America.
Respondents were required to be marketing leaders with involvement in Customer Experience programs and initiatives Respondents were all from organizations with $500M or more in annual revenue. Respondents came from these industries: financial services (37 respondents), high tech (37 respondents), manufacturing (38 respondents), CPG (35 respondents), retail (35 respondents), media (33 respondents), transportation/hospitality (35 respondents), and healthcare providers (30 respondents).
The survey was developed collaboratively by a team of Gartner analysts who follow Marketing and was reviewed, tested, and administered by Gartner’s Research Data and Analytics team.
Looking for Customer Experience software? Check out Capterra's list of the best Customer Experience software solutions.