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Latest CX Leaders Study Draws Connection Between a Stellar Employee Experience and Delivering a World-Class Customer Experience
SAN FRANCISCO–(BUSINESS WIRE)–#CX–For companies to win in today’s Experience Economy, they must understand what their customers think and how they feel. Customer expectations are heightened, and anything less than an exceptional, positively-charged, and memorable experience is unacceptable. Customers control the market, and with competition abound, looking for an alternative just takes a quick web search. For companies to retain customers and keep them returning as brand loyalists, developing an emotional connection between company and employees, and employees and customers is key.
Some companies serve as the epitome of customer experience (CX) excellence and in the UserTesting CX leaders study, 5 Key Differentiators That Set Elite Companies Apart, customers of the following leading companies were surveyed to uncover the key differentiators that set them apart and make them customer experience leaders. The study included consumers and loyal customers of Apple, Coca-Cola, Costco, Edward Jones, Google, Lexus, Nike, Starbucks, Target, USAA, and Zappos.
There are studies conducted every year that try to identify CX leaders in a number of different industries. Many of these reports look at how these companies perform against their peers. The UserTesting CX leaders study set out to learn what types of experiences these companies provide, what best-in-class customer experience looks like today and what these CX leaders all have in common.
Feedback was received from 22 participants, with questions about the experience broken down into three categories:
The study identified five key differentiators that set these companies apart, labeling them as top customer-centric global brands:
“Brands can and do set themselves apart by offering best-in-class customer experiences, as exemplified by the companies profiled in this report,” said Janelle Este, Chief Insights Officer at UserTesting. “It is no longer good enough to try to meet your customers’ expectations, you must far exceed them. If you want your customer experience to be a brand differentiator, it must be part of your company’s DNA and long-term vision.”
Study Methodology
To better understand the role emotions play in experiences and identify additional differentiators of elite brands, UserTesting conducted a three-part study of 11 of the world’s top brands. We chose brands that appeared on two or more industry top CX indexes, including the Forrester CX Index and the NPS B2C Leaders report.
About UserTesting
UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives, designers and UX researchers confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including more than half of the world’s top brands, and has delivered human insights to over 35,000 companies to-date. Backed by Accel and OpenView, UserTesting is headquartered in San Francisco, CA. To learn more, visit www.usertesting.com.
Contacts
Media Contact:
UserTesting, Inc.
Chris Halcon
415-699-0553
chalcon@usertesting.com
UK Media Contact:
UserTesting, Inc.
Amy Kelly
+44 (0)77 1862 3019
akelly@usertesting.com
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