According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers. Here’s a toast to doing a better job of meeting their expectations and responding to their needs.
Bravo, keep up the great work! Now get back to work. Their expectations just went up another notch. 😉