Does your customer experience live up to your brand promise? Are you exceeding or falling short of your customers' expectations?
Maybe your delivery is just about average and ready for a little TLC?
91% of CEOs worldwide believe customer centricity is essential to business growth.
But what do customers across the world think about the experiences they have with brands?
We talked with…
…and asked them about their experiences as customers, and if they thought those brands were customer-centric.
Our CX+ study revealed a significant contrast across markets in terms of what CEOs believe and what customers actually think.
Experience spend is growing.
of people prioritise experience over possessions.
Customer centricity acts as a systemic stabiliser, ringfencing brands from major economic and societal disruption. In times of crisis, some brands consistently succeed in creating positive moments for people, and even come out stronger than before.
We’ve calculated the CX+ score for each of those brands by combining their CX performance and Experience Gap.
The importance of getting it right
CX+ shows that leading brands clearly focus on brand purpose, efficiency and authenticity in the way they engage with people at each touchpoint across their customer journey.
And this pays off for them, both commercially and reputationally: Their customers are twice as likely to remain.
Did you know that...
CX+ shines a light on customer experiences across categories and geographies, and offers insights to build the aspirational experiences customers want.
Is your brand a CX+ leader?
Get inspiration from our one-minute video. And get in touch to find out how your brand performance compares to the competition.
We’d love to talk to you about how CX+ can help your brand get the Experience Advantage.
CX+ and Retail
Webinar: Telecom, Tech and Media (September)
Webinar: Travel and Hospitality (November)
Podcast: How do you delight Indian banking customers?
We chat to S. Ramakrishnan, Head of Retail Banking & Wealth Management for HSBC in India about creating a winning customer experience, the future growth opportunities and how HSBC are partnering with fintechs.
Podcast: How is COVID-19 impacting customer experience, and financial services?
J. Walker Smith, Chief Knowledge Officer with Kantar North America and Barbara Cador, Kantar’s Global Head of CX+, share their perspectives on the CX response from banks during the crisis, and what is likely to happen next.