While businesses began calling up their customers to survey the quality of their services over the last couple of decades, the first CX surveys date back to the 1750s. No matter the medium, surveying customers to gauge their satisfaction levels is a three centuries-old practice. However, calling a customer for feedback today most likely leaves a negative mark against the business as an uncalled-for interaction.
Customer experience metrics are no longer measured via telephonic surveys, at least not for organizations that deliver industry-leading customer experiences. Yet, delivering experiences that delight every single time is the key to competing in today’s CX-driven world. In the 2010s, good CX was about delivering what was promised to the customer. In the 2020s, as most businesses are already doing that, customers expect brands to understand them as individuals, anticipate their needs, and o er them personalized solutions to their problems.
