Bridging the CX Gap: Aligning Intentions with Consumer Realities

Customerland

Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist at SurveyMonkey. Sam reveals the art and science behind creating effective surveys, ensuring data accuracy, and understanding consumer perceptions. We dive into the thought-provoking "CX Gap" report, shedding light on the stark disparities between CX professionals' intentions and consumers' lived experiences. This episode is packed with actionable insights on balancing demographics, crafting precise survey questions, and effectively using modern technology to meet evolving customer expectations.
Dig deep into the significance of strategic business partnerships and the need for brands to shift from reactive customer service to proactive, personalized interactions. We address common frustrations with unhelpful automated responses and the challenges of gauging customer emotions. Sam emphasizes the importance of seamless communication handoffs and understanding a customer's history to make them feel truly heard. This episode will equip you with the knowledge to enhance customer satisfaction and build lasting connections, making your customers feel valued in today's competitive market. Tune in to discover how to transform your approach to customer experience and bridge the gap between intention and reality.

Kapitel

1. Understanding Customer Experience Gap Study (00:00:00)

2. Navigating Customer Experience and Partnerships (00:09:55)

3. Improving Customer Experience Through Listening (00:25:11)