Customer Experience is the Next Frontier


Share on LinkedIn

[Slideshare] Some data about the imperative of CX, its ROI, and some important future trends.

Despite heavy investment in R&D, many brands are producing similar products and finding that customer interaction may be the next frontier of business advantage. In the following presentation, I share data from a MaritzCX study of automotive manufacturers in which we discovered that dealers that delivered greater customer satisfaction saw a huge return on that investment. I also discuss some future trends that promise to turn the world of market research upside down but eventually result in increased operational efficiency and better experiences for customers.

Republished with author's permission from original post.

Andrew Grant
Andrew Grant is the VP of Automotive Services for MaritzCX Europe. He has over 25 years in market research, half gained in client companies and half in research agencies. Andrew has implemented continuous satisfaction programmes, brand and advertising development, and product development and testing in a wide range of fields, from oil and automotive to FMCG. He specializes in CX management, brand development, communications development, and qualitative and quantitative segmentation studies, but values above all the ability to translate consumers' needs and wants into actionable data for clients.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here