In today’s world, it’s not enough to simply launch a site and call it a day. You need to create a digital customer experience that’s engaging, user-friendly, and delightful for your audience.
Why is it so crucial to continuously enhance your customer experience?
Digital CX touchpoints – like chatbots and online forms — are playing a larger role in how companies are perceived by customers.
It’s become increasingly important to create a delightful online experience with your product or service. Especially one that meets the needs and expectations of your target audience.
For example, new leads should be able to easily navigate through the content on your website and understand why they should purchase from you.
In addition to reaching consumers where they are in the customer journey, a seamless digital experience is crucial when it comes to customer satisfaction.
- 32% of customers stop doing business with a brand they love after only one bad experience. (Source: PwC)
- 86% of buyers are willing to pay more for a great customer experience. (Source: PwC)
- 66% of customers expect companies to understand their needs. (Hubspot)
- Customer-centric companies are 60% more profitable than companies that aren’t. (Bright Local)
In this research report by Harvard Business Review Analytic Services they have surveyed 680 executives to find out what sets customer experience leaders apart. Learn some of the key drivers and trends shaping the future of customer experience, and how empathy at the focus of all efforts is the key to deliver great experiences that truly meets their pain points and closes the CX gap.
Fill out the form and get the complete Closing the Customer Experience Gap research report for an in-depth look at the latest trends in providing a superior customer experience. Learn what technologies and digital strategies are setting top-performers apart from the rest, and how you can create a single view of the customer.