Think you have great service? Customers probably think differently about that … and some other things.
There’s a disconnect between what contact center leaders think of the experience they provide and what customers think of the experience they get, according to the 2019 NICE inContact Customer Experience (CX) Transformation.
“A major takeaway from the study is that companies in all industries can no longer rely on product quality or price alone – they must consistently deliver exceptional customer experience in today’s … economy,” the researchers said. “Closing the perception vs. reality gap between how businesses believe they are executing on their customer experience strategy and how customers are engaging with their brands is critical.”
Big findings to note: Customers are happier with service on the phone than companies think they are. But customers aren’t as happy with self-service options as companies think they are.
Check out this infographic for more details.
