Don't Make This CX Mistake 80% of Companies Make

Even when the leaders of organizations are convinced that they need to deliver superior customer experiences, they often fail to do so in practice. Why is this?

80% of brands surveyed in a Bain & Company study believed they delivered a “superior experience” to their customers. However, when customers were asked about their own perceptions, only 8% of firms were found to be delivering a superior customer experience. In the increasingly competitive market today for goods and services, Customer experience has become a key differentiator and a major driver of customer loyalty and revenue growth. However, some companies excel at delivering great customer experiences, while others are clueless.

Even when the leadership of organizations is convinced that they need to deliver superior customer experiences, they often fail to do so in practice. Why is this?

80% of brands surveyed in a Bain & Company study believed they delivered a “superior experience” to their customers. However, when customers were asked about their own perceptions, only 8% of firms were found to be delivering a superior customer experience.

Here is what some CX professionals had to say about ‘brand biases’ and creating a customer-centric culture by listening to what customers have to say. These responses are part of our CX Challenges and Actions report, which has insights from 102 Customer Experience experts on challenges, actions they took, and best practices in delivering exceptional customer experiences.

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