Whalesbook
Execs vs Customers: Kahan hai asli scene?
Report mein sabse badi baat ye hai ki company ke bosses aur real customers ke beech bada difference hai. Dekho, 84% executives ko lagta hai ki unke customers unhein recommend karenge, par asli mein sirf 45% customers aisa feel karte hain. Wohi, 77% leaders sochte hain ki customers ko product quality par full trust hai, jabki real mein sirf 14% customers hi aisa maante hain. Ye 'belief gap' bahut bada hai, bhai!
Jab CX kharab ho toh kya hota hai?
Ye alag alag soch ka seedha asar business par padta hai. Agar customer experience accha na ho, toh 63% customers dusri company par chale jaate hain aur 61% kam kharch karte hain. Par agar experience mast ho, toh 70% log wapas kharidari karte hain aur 65% ko bahut valued feel hota hai. Par progress ruk jaati hai kyunki 40% companies mein performance measure (KPIs) clear nahi hain aur sirf 23% ke paas ek unified customer experience strategy hai. Upar se, 60% companies ko lagta hai ki customer channels aur bhi scatter ho jayenge.
AI par trust ka kya scene hai?
Jahan companies AI use kar rahi hain, wahan trust ka ek naya gap aa gaya hai. 83% consumers ko ye pasand nahi ki unka data record ho raha hai, par bosses mein se sirf 38% hi iski chinta karte hain. 81% consumers ke liye data security bahut important hai, par sirf 8% leaders isko bada risk mante hain.
Toh solution kya hai?
Report keh raha hai ki "human-led, AI-powered" approach follow karna chahiye. Iska matlab hai ki ek unified strategy banao, automatic service ko human touch ke saath balance karo, aur AI feedback se improve karte raho. Agar companies ne ye trust aur execution wale gaps fill nahi kiye, toh woh customer loyalty kho dengi.