Customer Perceptions of the Community Experience

A Research Study

ipad (1)-pngWhat do consumers expect when it comes to CX? What is most important when interacting with a brand, and what is the ideal experience they’re looking for?

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Expanding on that: how do you manage customer expectations of CX at a sustainable level?

Rather than assume that branded communities meet the expectations of the consumer, we wanted to figure out the ‘want behind the want’. Do customer expectations around CX align with community offerings?

Does community align with customer expectations, and further, does meeting these expectations through community change the bottom line of your business-focused objectives?

Is community a viable option to:

  1. Meet customer expectations
  2. Offer a sustainable option for businesses
  3. Affect the bottom line of your business objectives

We surveyed more than 600 consumers from three major, English-speaking markets, United States, United Kingdom and Australia, to gain an understanding of their perceptions of the community experience.

We uncovered what customers expect from CX, and then turned their attention explicitly to community. Our aim? To reveal how community can impact business-focused objectives.

The key topics we cover in this report are:

  • What do Customers Expect from CX?
  • Do Customers Perceive Community as a Solution to CX Expectations?
  • How does Community Support other CX Investment Objectives?

Get your free copy today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.

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