New Study Spotlights Divide Between Businesses and Consumers Over Definition of "Good" Customer Experience
LOGMEIN (LOGM)
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Company Research
Source: GlobeNewswire
BOSTON, Sept. 12, 2018 (GLOBE NEWSWIRE) -- Today, LogMeIn, Inc. (Nasdaq:LOGM) released a new study designed to analyze the business impact and consumer attitudes of today’s customer journey. The LogMeIn 2018 AI Customer Experience Study surveyed over 5,000 respondents made up of both business leaders and consumers around the globe. The research found that over one-third of consumers were not impressed with their customer journey, citing an average or poor experience with 83% of consumers citing that they had at least one issue while interacting with a brand. Businesses, on the other hand, are reporting much different numbers. Eighty percent of businesses believe their customers would give them a favorable review despite also reporting that less than half of customer queries are resolved during the first interaction. This disconnect shows that companies are setting the bar for "good" service too low, which could have significant business impact as customer experience becomes eve
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