Companies are realizing the importance of customer experience, or CX, and are focusing on it more than ever. In fact, 91% of organizations aspire to lead their industry in customer experience, while “70% of service teams say their strategic vision over the past 12–18 months has become more focused on creating deeper customer relationships,” recent data indicates.
The bad news is, customers still aren’t loving their experiences. Despite investments in personnel and technology meant to transform CX, “one-third [of consumers] say they’d rather clean a toilet than speak with customer service.”
Especially with so much modern technology impacting the customer service landscape, and so many organizations rolling out hyperbolic slogans about their customer obsession, it’s not surprising that “60% of consumers have higher expectations of customer service now than they did just one year ago.”
Companies have to ensure they are living up to their own promises in meeting customer expectations, and they have to do it soon. Otherwise, customers are sure to find companies to do business with that can deliver the experiences they’re after.
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