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Opinion CX Execution

INFOGRAPHIC: Higher stakes and better technology but the same CX mistakes

Customer experience may seem like a new area of focus, but the things that companies get wrong don't seem to change.  SDL captures the failures, the reaction of customers and the long term business impact in this infographic below.  

There are few key takeaways that we walked away with:

  1. Same Old MistakesDespite the major consequences to customer loyatly, brands keep making the same fundamental mistakes (long hold times, poor trained or powerless reps, conflicting information)
  2. They RememberConsumers are remembering the failures and it's impacting their decisions about future purchases
  3. Good and Bad Have ImpactThe impact is strong for both positive and negative customer experience: +ve CX yields referrals, reviews and brand impact while -ve CX impacts future spend and referrals significantly

What surprises us the most is the continuing failure of brands to treat customer experience as a priority. Aside from the clear impact, over the last 5 years technological innovation has given rise to affordable solutions that are available on demand.  Both the ability to avoid key mistakes as well as creating more exceptional customer experiences are significantly impacted by new cloud based solutions.

So we have only one questions for the repeat offienders: What's your excuse?


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