Most businesses believe that they are “customer-centric.” Most customers disagree. This is the “CX Perception Gap” or the “Delivery Gap” – whereby companies think that they are focussing on their customers, but customers just aren’t feeling it.
Having an awareness of this discrepancy can only serve to improve CX as it shows that the standard CX trends and tactics don’t do much to impress customers.
http://customerthink.com/bridging-the-cx-perception-gap/
Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations.
Implementing a VoC plan can drive a 10x increase in annual revenue. If done correctly, you can also use VoC to bolster your customer retention.
http://customerexperienceupdate.com/?open-article-id=12554010&article-title=the-ultimate-guide-to-the-voice-of-the-customer&blog-domain=reviewtrackers.com&blog-title=reviewtrackers/
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