For all the talk about customer centricity, some businesses ironically downplay the actual voice of the customer.
They chase trends and make investments without fully considering how these initiatives will transform the customer experience.
Unsurprisingly, this great irony has produced a history of disappointment. Frustrating pain points like long wait times have long endured, while customer satisfaction and loyalty measures have long underwhelmed.
This aura of disappointment remains palpable in 2023. CCW Digital’s Annual Consumer Preferences Survey reveals that customer experiences are actually regressing, with brands continuing to miss the mark in areas like personalization, speed, convenience, empathy, and channel accommodation.
Where have brands been going wrong? What opportunities – and incentives – do they have for reversing course and making customer centricity a reality? By providing a deep-dive into the aforementioned Survey, this CCW Digital Market Study reveals the answers.
