Research Study: Customer Perceptions of the Community Experience

What do consumers expect when it comes to CX? Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the “want behind the want” by asking if customer expectations around CX align with community offerings.

To answer this, we surveyed more than 600 consumers from the United States, the United Kingdom, and Australia to gain an understanding of their perceptions of the community experience.

This report outlines our surprising findings, including:

  • What customers expect from CX
  • If customers perceive community as a solution to CX expectations
  • How communities support other CX investment objectives

Get your free copy today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.

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