Customer experience is one of the most critical determinants of brand strength and business growth. Yet, most organizations suffer from major blind spots and gaps in the way they interact, handle and respond to customer issues or problems. Customer listening, learning and leveling are critical qualities that need to be part of company culture. The next big idea could be from one of our distributor clients or media partners! So, why is it that….

• Only 38% of companies gather customer insight from customer engagement situations.
• Just 32% look for ways to turn problems into new sales opportunities, and only 15% introduce new products or services to further monetize the relationship.
• Merely 17% use the opportunity to identify and cultivate potential customer champions and advocates.
• Over 84% said positive customer experiences and word of mouth have helped their brands and businesses grow.

To become a more sophisticated and committed to both leveraging customer experience as a key business metric and instituting company-wide processes that drive improvement, we are just about to conduct our first media surveys. It should be interesting to find out what people really think of us.