For our 2019 UK CX Trends Report, InMoment surveyed both customers and brands to better understand the alignment—and disconnects—in how well customer experience is delivered. We found that there is a HUGE gap between the two perceptions that brands needs to close on.
One big red flag was the mismatch in how companies and customers responded to whether brands are getting better at delivering an excellent customer experience versus just completing a transaction. A staggering 34% of brands responded that they are ‘definitely’ doing better, but only 9% of customers said the same.
Download the full report to learn key customer trends to help evolve and mature your business practices so you can rise above the rest in both reputation and revenue. Trends include:
- Importance of overt listening
- Getting the right balance between technology and the human touch
- UK customers ‘care’
- Taking a different perspective on non-purchasers
- How to recognise real loyalty