Who's minding your customer experience gap? paid SAP
-Only 8% of their customers agree.-Four out of five consumers have switched brands because of a poor experienceIt’s not that companies don’t care about the experiences they create or lack a desire to improve them. The challenge facing companies looking to understand their experience gaps is three-fold:– to understand whose feedback matters the most to the outcomes they are seeking to create.
showing that individual episodes can each drive high levels of satisfaction but the end-to-end journey is disappointing. Companies must understand what the customer perceives as the end-to-end experience and measure that – not just the individual touch points that comprise it.If you can understand whose feedback matters and what the feedback is telling you, then you need a mechanism to drive operational change – new business models, different capabilities, simpler processes – as a result.
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