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Podcast: The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth
Episode: 80% of the companies fail to increase their satisfaction since 2010, why?
Description: I have been watching the American Customer Satisfaction Index for over 20 years. Many years, there wasn't anything too surprising in the report. However, recently there has been, and it isn't good news for most organizations. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so. One has to wonder, has it been worth it? We have been working on delivering experiences that surprise and delight customers for years. So, why aren't they surprised and d...