Mobile Communications

Not Knowing Your Customer is Costing You

Provided by Sharpen

Category Mobile Communications

Type E-Book

Length 9

Publish Date March 28 2017

Date posted April 06 2017

Overview

When it comes to customer experience, companies are missing the mark with their customers.

In fact, one study revealed that while 80% of companies say they deliver superior customer services only 8% of their customers agree.

So, why is there such a major disconnect between how companies think they're doing (CX) vs. what customers perceive?

Companies don't really know their customers. Sure, on a broad level, companies know things about their customers. For example, they know they want more communication channels and self-service options.

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