Gartner Research

Survey Analysis: Bad Customer Experience Hurts Leading IT Brands

Published: 09 November 2016

ID: G00313109

Analyst(s): Meike Escherich, Annette Jump

Summary

Our research has shown a 10-point drop in NPS for major brands since 2013. Maintaining a recognizable, impactful brand identity is among your most important goals as marketing manager. Customer experience is becoming the most important factor when trying to maximize growth opportunities.

Table Of Contents

Overview

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