Our report contains findings from our CX practitioner’s survey, CX lessons for 2017 and showcases the top CX performers in Ireland and of course, includes the much awaited 2016 CX league table. We’re incredibly proud and we’ve had a fantastic response to the report launch today. CX is clearly here to stay!
The Credit Union has once again emerged as the big winner in 2016 and we’re not a bit surprised. They have the most powerful bond with their customers, built completely on trust, while the products they offered were designed to meet real customer needs, rather than being based on the idea of backroom executives.
A new entry and in second place is Lush, famous for scented ‘bath bombs’ detectable to the nostrils of passers-by from literally miles away! Lush invest in CX rather than advertising and lead the way in turning customers into passionate, enthusiastic fans, and it works.
An Post climbed five places since last year’s survey to take third place. An Post had high personalisation scores as a result of strong relationships with postmen/women who deliver to your door every day. This human contact is particularly valued in rural areas.
CXi has a unique data set of 72,000 consumer brand evaluations across 170 brands, and is now based on two years of ongoing research.