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Our Customer Experience Survey

What’s Happening out there?

At the beginning of 2018, we issued a Customer Experience Management survey to 120 businesses. The results surprised us:

  • 98% of businesses agreed they needed to focus on improving the Customer Experience.
  • 52% of businesses have looked at what their competitors were doing. Of these:
    • 23% decided to mirror their competitors initiatives without consulting their customers.
    • 48% decided to ignore their competitors initiatives as they felt they were not for them.
  • 79% of businesses did not take the time to develop a definitive ideal customer profile.
  • 12% of businesses have taken the time to complete a full Customer Experience review:
    • 63% of these businesses that did a full Customer Experience review did not formally prioritise the initiatives they found.
    • 75% of these businesses that did a full Customer Experience review did not include their customers in the review.
  • 91% of businesses focused purely on one channel; instore, voice, web, email etc.
  • 75% of businesses suggested they were really strong in one customer demographic.
    • 25% of these businesses have spent adequate time looking at how they could reach other demographics.
    • 71% of the businesses agree they should complete a formal opportunity review.

It’s never too late to create a plan focus on your Clients or Customers experience. Results can be “game changing” and usually:

  • Increase sales
  • Reduce the cost of sales
  • Increase the frequency of sales to existing customers

Contact us for an obligation free discussion.

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