May 23, 2016
CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience
COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. These events featured conversations among top brands about managing the customer experience.
At both workshops, COPC Inc. and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey.
The survey discussions covered a variety of topics including the multichannel journey, the contrasts between consumer and corporate perceptions from the survey findings, and how quality programs can be an integral part of driving a superior customer experience. Read our workshop presentation.
Key takeaways from the survey discussion about managing the customer experience:
>> Many organizations continue to struggle to strike the right cord with their quality programs, specifically with ensuring these programs are truly aligned with the customer experience and driving improvements.
>> Many companies are moving forward with plans to shift customers from traditional care to alternative channels, but consumers indicate a strong desire to speak with a live agent.
>> When consumers are forced into a multichannel journey for issue resolution, survey results show there can be strong and negative implications on resolution rates and customer satisfaction.
COPC Inc. would like to thank Petco for hosting the San Diego workshop and RBC for hosting the Toronto event.