2016 CX Trends Overview: The Positive Force of Feedback on the Customer Relationship

The fact that consumers are increasingly expecting good, if not great, interactions with their favorite brands is nearly universally accepted at this point. And while there’s strong agreement on that point, most companies diverge sharply from their customers on a critical and related point: whether the feedback customers give about their experiences is primarily negative or positive. Before we address the most recent study of CX Trends, though, I’d like to provide context....

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