Overview
Earlier this summer, SSON published a report titled “(Why) Understanding Customer Sentiment is critical for CX.” The report observed that many in the shared services space understand the importance of delivering a strong customer experience yet lack the tools and resources to create the experience.
The report also stated that amidst this struggle to deliver a meaningful CX, organizations also must embrace the fact that customers have become increasingly difficult to satisfy over the past 3 years. Today’s customers expect fast but quality service, a personalized experience, and multiple digital channels to connect with the organization. It’s a volatile time for businesses to retain customers: the options for channels, increasing customer expectations, and even more competition overwhelms many businesses, and it’s easier than ever for customers to transfer their loyalty to another organization.