As we have regularly reported, a great customer experience is a key to marketing success. Thus, self-assessing the level of customer experience maturity is vital.
Take the Quiz: Self-Assessing the Level of Customer Experience Maturity
According to CX company GetFeedback:
Customer experience determines whether your organization succeeds or fails. Poor customer experience (CX) costs U.S. companies billions of dollars each year due to avoidable churn. Today’s customers expect a personalized experience that always meets their needs. If they don’t receive it, they’ll most likely move on to another brand.
But if a company consistently meets or exceeds expectations, customers will stick around. They might even view that company as being irreplaceable. And being irreplaceable helps the bottom line. Delivering great customer experiences is no longer an option. However, while 80% of companies believe they deliver “super experiences,” only 8% of customers agree. There is a significant gap here. Luckily, the answer to why companies struggle to deliver customer satisfaction is simple.
Accordingly, GetFeedback devised a valuable free online tool to assess a firm’s CX efforts. In sum, it concludes that:
Improving your customer experience begins with understanding where you are now. Take our CX maturity assessment to identify the strengths and opportunities in your program. In addition to an overall maturity score, our assessment will provide you with individual ratings for each of the nine key elements that contribute to the success of any customer experience program. This will help you easily identify the areas you should prioritize first to have the most immediate impact.
To access its quiz, click the image.