Most companies can’t keep up with ever-increasing customer expectations, study shows

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Marketing There is a widening gap between what customers expect and what companies can deliver, according to a Zendesk executive. Jeff Titterton, chief marketing officer at Zendesk, said whether it’s a 100-year-old financial services stalwart or a fast-growing consumer tech startup, customers are comparing it to the best experiences they’ve ever had. And, Titterton said, companies can’t always keep up with the gap widening between customer expectations and what companies can deliver. Over the past five years, customer satisfaction is down 2.2 per cent, from 94.6 per cent in 2013 to 92.5 per cent in 2018, decreasing nearly a full percentage point in the past year, Zendesk’s Customer Experience Trends Report 2019 revealed. The report, based on global survey […]

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