“…much remained the same in the second round of Forrester’s 2015 US CX Index study (scores didn’t change for 69% of brands), when scores did change, they got worse instead of better.”
Brands have been pouring money into their site experience and technology and yet they still fail to differentiate, nor answer the concerns of their shoppers. Interestingly, in a similar report by Temkin as well as another Forrester report show a tight correlation between CX and Customer Loyalty.
“No industry delivered better CX than in our last US CX Index. Of the 18 industries we cover in our CX Index, only banking, auto and home insurance, and hotels held steady. Every other industry turned in lower scores than they did six months ago.”
Despite the amount of resources vested in this specific space, CX is not improving. It has either plateaued or dropped. This isn’t overly surprising when you consider 50% of customer support reps are unable to answer consumer questions.
“More brands received very poor, poor, and OK scores. Six months ago, 26% of brands received an OK score. This time – just 15% did.”
Advocate Marketing provides a peer-level, personalized conversation with your shoppers while they are on site. It drives CSAT scores over 9.2 on average. If a brand is not focused on improving and personalizing the Customer Experience with 3rd party trust, they forfeit customer loyalty.
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