86% of consumers are willing to pay more for a great customer experience and by 2020, customer experience will overtake price and product as the key brand differentiator.*
Implementing and monitoring a robust Customer Experience Strategy is vital to protecting a business’ growth.
Congratulations to our sister company My CX (A dvision of TKW Research) for presenting The Best Multi Channel Customer Experience Award at the My CX Awards in Sydney at PwC on Oct 17th and launching the 2019 My CX Customer Experience White Paper. My CX surveyed 22 appliance brands and 80 products using a range of scenarios and found none of the brands achieved the Grade of Service (GOS) industry benchmark of having 80% of calls answered within 20 seconds. In fact, only 10% of calls achieved this benchmark.
To see how the brands performed, you can download the white paper here https://my-cx.com.au/cxstudy