What is the customer experience gap?
The CX gap is the distance between what customers expect from their experiences with a brand, and how well these brands believe they are meeting those expectations.
32%of customers stop doing business with a brand they love after only one bad experience. (Source: PwC)
What leads to the customer experience gap?
More and more, customers expect to interact with brands how they want, when they want. In search of easier, faster, more engaging, and personalized experiences, customer expectations are continually evolving, often quicker than brands can keep up, widening the CX gap.
[White Paper] Bridging the Gap Between the Experience Customers Want and the Experience You Provide
A notable gap exists between the experience companies believe they provide, and how their customers actually view that experience. In this IDC White Paper, sponsored by Emplifi, learn more about the CX gap brands face today, the barriers creating this gap, and how to overcome them.
Guide: Engaging digital communities in the age of CX
People’s growing need for fast, convenient, and engaging experiences is constantly challenging community managers to find ways meet - and exceed - these expectations. In this guide, learn the latest trends and best practices to help your team do this.
74%
of customers are at least somewhat likely to buy based on experiences alone.
(Source: Forbes / Arm Treasure Data)
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