Build Strong Brands by Delivering Customer Experiences That Earn Exceptional Levels of Satisfaction

Archived Published: 10 August 2017 ID: G00320094


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Customer satisfaction is a vital metric to improve customer experience, brand health and business results. Marketing leaders must identify how satisfaction drives key financial outcomes to justify CX investments that differentiate the brand and earn substantial loyalty and advocacy.

Table of Contents

  • Introduction
  • Analysis
    • Substantiate the Importance of Customer Satisfaction to Your Brand
    • Prioritize CX Efforts Based on Breadth and Scale of Customer Satisfaction
    • Collaborate to Deliver Substantial and Differentiated Levels of Customer Satisfaction
    • Next Steps
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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