What attributes are important for delivering a great customer experience?

We have launched the follow up to our ground breaking Multichannel Customer Experience Report. Last year’s report provided insight into how businesses were thinking and acting in the area of multichannel customer experience.

The 2011 survey covers:

•         What attributes are important for delivering a great customer experience? 
•         How well does your organisation (or your clients) integrate different touch points?
•         With questions around organisational maturity, measurement and challenges

Last year we used our maturity model to look at the progress organisations were making across five important dimensions of customer experience: Leadership and culture, brand, customer insight, customer touch points and systems and processes

We believe if an organisation can capture these five dimensions in their roadmap, then they are likely to gain the business performance improvements they are searching for, to implement a multichannel customer experience strategy.

We will be using our maturity model to see if companies have changed their behaviours in these five areas, over the past year. To enhance the report further, we will also be running a second B2C survey alongside this one but we will keep you updated on that before it is launched in July.

Complete the Multichannel Customer Experience survey here, and receive a FREE copy of the full report in advance.