107 Customer Experience Stats That Prove CX is Good Business

Something happened to marketers trying to become customer-centric … they forgot to include the customer! A disturbing trend seems to have taken place in modern digital marketing. Companies claim they want to focus more on the customer and move marketing initiatives to a more customer-centric approach, yet, all too often, these same companies are not performing the necessary foundation work to make this happen. I call this a Customer Experience Paradox. I understand why this may have become a bit of a trend … to not spend the time and money needed to do the work necessary for better understanding your customer: It requires the sales and marketing team to take some time out of their day-to-day revenue-generating activities to do customer interviews, map out key buyer personas and then take those personas and align them to a customer journey.