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.
