XM Knowledge Base
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Use your brand to supercharge your CX
In a recent Qualtrics study, 65% of people stated they have switched brands because their customer experience did not meet the brand promise. In many organizations brand experience (BX) and customer experience (CX) are siloed, paving the way for mismatched expectations and lost business. Business leaders are waking up to the fact these journeys need to be connected and that loyalty is no longer the default position following such a rapid shift in consumer preferences. Ensuring brand strategy feeds into CX design and delivery will put those organisations ahead of the curve.
In this ebook you’ll learn…
- How adding BX to your CX program can benefit your bottom line
- The first steps you can take to combine your CX and BX programs
- How 4-H aligned brand and customer experience to drive a 35% increase in marketing efficiency
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