Get customer experience right and profit will follow. Thats the conclusion of a survey by Hotjar of 2,000 CX professionals published in November 2018. Only 12 percent of respondents regarded their companies as being mature when it came to customer experience.
Customer experience leaders prioritize delivering an outstanding experience over everything else (yes, even over revenue), the Hotjar survey states. The leaders focus on current customers, rather than obsessing about potential ones. They allocate a regular amount of time every week to make calls, meet for coffee or find out about the support issues of their customers. They follow the Golden Rule of customer experience: Treat customers how you would like to be treated.
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