Remove 2005 Remove Customer effort Remove Self service
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100+ Customer Experience Stats to Prepare for 2023

CCNG

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

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Why Customer Delight Is the Wrong Strategy

Comm100

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms.