For more than 40 years, we've helped thousands of organizations reframe strategy and develop employees to own the customer experience. Continuing this research, we conducted two studies to see how far customer experience management has come and how far it has to go. If the customer’s experience today is a battleļ¬eld for business competition, then these two studies outline a plan of attack with detailed intelligence on what to do—and what to avoid—to achieve victory.
Now that industry leaders have raised the bar for all, how do customers feel about their experiences with the companies they patronize? What kind of experience do customers really expect? And how often do unhappy customers share their stories with the world? We sought answers to these and other questions with an online survey of 5,500 consumers globally. The survey asked consumers to describe their experiences with organizations, identify employee behaviors they like and dislike, and evaluate common service practices.