Half of Customer Experiences Are Failing. A New Survey Finds the Problem Isn’t Quality or Speed

Here’s what’s missing.

EXPERT OPINION BY TOMAS GORNY, CO-FOUNDER AND CEO, NEXTIVA

Every good business leader knows the key to growth lies in building customer loyalty. But it turns out there’s a major mismatch between how leaders view the customer experience and how it’s being perceived by customers themselves.

A survey late last year should have served as a wake-up call about this. PwC’s Customer Experience Survey found that 89% of executives believe customer loyalty has grown in recent years. But only 39% of customers agree.

Why is this........

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