Customer Experience Matters As Much As Product Quality: Emplifi Survey
If there’s a third bit of CDP news today, I missed it. So I’ll give you this Emplifi survey reminding you the customer experience is really important. It’s a familiar song but bears repeating: more than half of consumers would pay more than 5% extra for outstanding CX, and poor CX effectively ties with poor product as a reason to leave a brand. I shouldn’t be surprised that more people want to communicate with brands through social media (22%) than email (19%) or telephone (16%), but I was.