Many companies are still failing on customer experiences

Businesses are spending hundreds of thousands of dollars evaluating their customer experience, but even when they discover friction points, they do very little to address them. As a result, they’re missing out on countless repeated customer engagements, and eventually, on higher profits.

This is according to a new report from enterprise software specialists IFS which polled more than 1,700 executives and more than 12,000 consumers, finding that most companies (66 percent) invest at least $250,000 a year to evaluate their customer experience.

Source link