Infographic: Customer Expectations for Ease

It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not alone. With customers becoming more empowered and information about competitors just a click away, companies (particularly B-to-B) must invest to ensure

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What customer expectation will have the greatest impact on your company?

One of the primary objectives of this research was to answer this question: What customer expectation will have the greatest impact in 2020? Through in-depth interviews and a quantitative survey, we asked over 400 business professionals, primarily customer experience leaders, to rank each of the following customer expectations in terms of their anticipated impact on...

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