Have you ever heard of the “customer experience perception gap?” It’s defined by a statistic that has been around for several years:
80% of executives believe that they deliver a superior customer experience, but only 8% of customers agree.
What gives? How is that possible?
Thanks to the fact that many companies still live by the old management adage “the purpose of a business is to maximize shareholder value” rather than by Peter Drucker’s mantra “the purpose of a business is to create and to nurture a customer,” that perception gap is not only possible but also still as wide today.
If your executives have adopted the old management adage, then your company has likely made the “CX Loser List.” Listen to this webinar recording for advice on eliminating the processes and policies that cause your company to land on the loser list as well as:
- some of the most common and egregious customer experience killers
- why these things matter to customers, and
- how you can overcome them and be a CX winner!