The CX Challenge
80% of CEOs surveyed recently claimed that their organizations delivered an exceptional customer experience . 8% of customers of the said organizations agreed . This chasm between what service providers think and what their customers think has a new name – the experience gap . Mature customer experience programs have five principal objectives: 1. Improve customer retention and loyalty. 2. Increase customer share of wallet and lifetime value. 3. Optimize customer acquisition. 4. Reduce cost to serve. 5. Improve brand awareness and equity. (Source: QUALTRICS ) IMPROVE CUSTOMER RETENTION AND LOYALTY Why do customers desert and defect? How many organizations can you think of that have high retention rates rooted in great customer experiences? The fact remains that no matter what, some customers will defect. Any organization that claims to have zero or near-zero defections is living in a delusionary world