Chris Barnes, our Customer Experience Officer talks about our latest report on CX, the importance of customer experience, and why there is a reluctance to invest in this crucial area. You can download the full report at the bottom of this post.
Customer experience (CX) is one of the biggest issues facing businesses today. In fact, it’s overtaken product and price as the main way brands can stand out and be successful.
We recently carried out research amongst 100 CMOs about their attitude towards CX and found something of a paradox. Whilst 88% expected a CX programme to yield long-term customer loyalty and increase sales over time, 36% admitted their brand still hadn’t invested significantly in the area.
It doesn’t stop there. 77% of CMOs confessed that their business has spent less than one percent of its annual turnover on enhancing CX.
Makes no sense, right?