Providing excellent Customer Experiences is
essential to the survival of all businesses, but it can
be difficult to understand the nuances of how
interactions with a company impact customers both
positively and negatively.
Equally important are the customer service and experience actions and
investments made by a company's leadership, proactively and in response
to consumer sentiment and/or feedback.
Customers look at their experiences with a company as a combination of
all the contacts they make across channels to resolve their issues.
Companies that learn to deliver a seamless, personalized experience
across all channels will have a competitive advantage.
To find out what customers really think about the experiences they have
interacting with companies and to determine whether their impressions
are in sync with what the leaders of those businesses perceive about the
level of service they provide, we conducted parallel surveys with
customers and business leaders.
Executive Summary