Medallia’s PDF outlines how settling for “good enough” customer experience (CX) can hurt business performance across five areas. Disjointed service leads to customer frustration and fragmented interactions, while over-prioritizing customer acquisition diverts resources from retaining loyal customers, which is more cost-effective and yields better ROI. Poor CX causes emotional disconnection and brand abandonment, and even a few negative reviews can outweigh dozens of positive ones. Additionally, companies that lag in CX miss out on innovation and growth. To become CX leaders, businesses must break down silos, empower employees, and invest in actionable customer insights and automation.

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