Just one in every five companies has a well-developed customer experience strategy, according to a report.
Econsultancy‘s Integrated Customer Experience report showed that only 20% of companies say their plan is well-developed, with more than half saying it is ‘just being developed’.
15% said that their strategy was being changed, while 7% said that they have no strategy at all.
The global survey of 900 companies and agencies also asked respondents what they thought the advantages of an integrated customer experience strategy were.
88% said that it would improve brand loyalty, 82% said that they expected increased sales or more customers, and 79% said it would increase customer satisfaction.
For more on the report, see the Econsultancy website.
How can your business design and implement an excellent customer experience? Find out at Customer Focus 2014.