White paper: Customer experience vs expectation

Published: 8th October 2017

Were you aware that customers have preconceived ideas about the experience they’re going to have? Before a customer walks into a bank, a retail store or calls up to renew their insurance quote, they have an expectation that their interaction will go a certain way.

Download: customer experience vs expectation white paper

Often, the difference between a great customer experience and a terrible one, doesn’t lie in internal systems or processes, it doesn’t lie in the product it actually all comes down to the engagement levels of the staff who lead the conversation:

  • Employee engagement and customer experience are inextricably connected
  • Only 24% of professionals in the Middle East want to work with their current employer until retirement (compared to a global average of 51%)
  • Organisations with engaged employees outperform those with disengaged employees by 202%
  • Companies that excel at customer experience have 1.5 times as many engaged employees

Download: customer experience vs expectation white paper to find out the true cost of disengaged employees here in the Middle East

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