The findings from a new international CX benchmarking study indicate that while customer experience management competence is steadily growing, confidence in CX is stalling – threatening to have a knock-on effect on investment and resourcing.
Neil Davey wrote an article on this topic and concluded that many companies have pulled the plug on their ongoing Voice of Customer programs, and not introduced anything else instead, citing in many cases that they don’t want to ”bother” their customers. This was maybe a good temporary decision in the first year of the pandemic, but now it only means that they fail to get fresh insights on the changing needs of their customers and operate in the dark with no valid real-life data to support business decisions. So how would they know whether they are doing the right things for their customers? This narrow sightedness on the part of company policymakers might have far-reaching percussions on the companies who have chosen this path. Customers will remember which companies were on their side, and who were only thinking of their shrinking profits.
We couldn´t agree more. So let´s do something about It!
Happy Team helps companies gain real-time insights that can be translated into operational actions and supports in developing your ability to deliver world-class customer experiences.
Stand Out Group is an umbrella organization consisting of three different companies StigFram, BestInService and Happy Team. Everyone works on the same thesis, namely that companies with satisfied customers are more successful than companies that do not. Our mission is to help companies maximize their profitability through the right customer experiences. To achieve this goal, we have various tools and methods in our companies that are all vital for building a corporate culture and organization with the customer in focus.