In this checklist, you’ll learn exactly how your brand can deliver excellent customer experiences.
Today’s customers have higher expectations than ever before. Every brand today knows that. Some think they are meeting, or even exceeding customer expectations. However, most are not. To make their customers happy, brands must deliver an exceptional customer experience. Khoros commissioned Forrester Consulting to survey 1,042 adult consumers and 227 marketing and customer care decision makers at B2C enterprises in the U.S. and Europe to learn what customers really want, and how well brands are delivering it. The report found that a great divide exists between brands and their customers, across the customer journey. For example:
- Non-personalized marketing messages are sent to customers twice as often as brands think.
- Robotic, unhelpful answers are given to customers twice as often as brands think.
- Customers are three times more likely to leave after bad service than brands think.
Download the checklist now to take a look at all of the ways your brand can deliver customer experiences that provide lasting value.