Bain & Company have shared their latest insights in a report titled: “What It Takes to Deliver a Great Customer Experience”.
Bain surveyed executives at companies across the Americas and Europe to learn more about their CX execution. Key takeaways include:
- Most customer executives are unable to make the most of predictive CX analytics: When asked to rate their company on a 0-3 scale (with 3 being most effective) most CX executives ranked themselves last in the ability to make predictions through Net Promoter Scores (NPS), a metric that informs customer loyalty. Surveys miss more than 90% of customers leaving a feedback gap. In addition, most companies reported average scores of just 1.2/3 for delivering on customer promises, and 1.3/3 for building CX capabilities.
- Top performers go beyond customer surveys: Companies should prioritize data and life cycle management, and benchmark against leading companies regularly, if they wish to stay competitive.
