Customer Experience Trends for 2019

By Gerry McGovern


Get customer experience right and profit will follow. That’s the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.


“Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue),” the Hotjar survey states. The leaders focus on current customers, rather than obsessing about potential ones. They allocate a regular amount of time every week to make calls, meet for coffee or find out about the support issues of their customers. They follow the Golden Rule of customer experience: “Treat customers how you would like to be treated.”

To read the full article: https://www.cmswire.com/customer-experience/customer-experience-trends-for-2019/?utm_source=cmswire.com&utm_medium=web-rss&utm_campaign=cm&utm_content=all-articles-rss


Author: Gerry McGovern is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide authority on increasing web satisfaction by managing customer tasks.

Photo credited to: CONNER BOWE




Back