Keep Up With CX Expectations: Meeting the High Bar Set By Retailers – Martin Taylor, Co-Founder and Deputy CEO at Content Guru discusses
The latest UK Customer Satisfaction Index painted a bleak picture for customer and citizen sentiments, with each of the 13 sectors evaluated by the Institute of Customer Service having lower customer satisfaction than in January 2023. Although the data will no doubt concern customer experience (CX) leaders, we can all learn lessons from the report, and in particular from the best-performing sectors, such as retail. Can what works well in one sector translate into another?
The retail sector achieves consistently high customer sentiment scores, and it’s easy to see why. Giants of the retail and e-commerce sector, such as Amazon, have streamlined and perfected their approach to CX. As the famous aphorism states ‘a rising tide lifts all boats’, and the investment and success of industry leaders has filtered down to the rest of the sector. However, the highly competitive nature of retail means those that don’t keep up with increasingly high standards will sink, rather than swim, as brands that provide second-rate CX typically lose out to competitors… Read More
This article is posted at contact-centres.com
Please fill out the form to access the content