Tag: Customer Experience

3 Secrets to Exceeding Customer Experience Expectations

Research Desk

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.

Customer Experience Playbook

Research Desk

Discover how to deliver an exceptional customer experience (CX) that positions you to win and keep more customers. Read the Customer Experience Playbook to explore the trends that are shaping customer expectations and learn how the latest generation of CX tools and platforms enable your business to outpace the competition by:

  • Using data-driven insights to anticipate customer needs, exceed customer expectations and personalize customer relationships at scale.
  • Empowering employees to use customer data to improve customer experiences and increase employee satisfaction.

Optimizing operations and eliminating departmental barriers to enhance agility and efficiency.

Going Beyond Traditional Mystery Shopping to Understand Customer Experience

Research Desk

COVID-19 has impacted economic function. Whether the impact is temporary or permanent is largely unknown.

Consumer spending, sentiment and purchase patterns have been vastly altered since lockdowns began, leaving business decision makers without answers to key questions like:

  • How is our target market segmentation making purchases now and how will this impact their future purchase behavior?
  • How do consumers perceive our products and our competitor’s products in the midst of an essentials only economy?
  • Is customer service up to par despite social distancing and mask requirements?

Reimagining Customer Experience with Fujitsu

Research Desk

Customer expectations are entirely reshaping the business landscape.

With each app they download and business they buy from, customers now expect a perfect mix of efficiency, convenience, and personalization across every interaction and step of their journey – anything less, and they simply look elsewhere.

To stay ahead of competitors, businesses must design outstanding and effortless experiences — and those experiences are increasingly staged on digital channels.

Download your guide to the new world of customer experience reimagined with digital communications.

Get the report by Forrester with an introduction by Fujitsu