Voice of the Customer

Nine in Ten Canadians More Likely to Trust Companies that Take Steps to Protect Consumers from COVID-19 (86%); Tend to Buy from Companies They Trust More (92%)

Customers across all categories now look for a personalized experienced that is available when they want it, how they want it, where they want it. Regardless of whether the desired experience is delivered, it is now possible through the explosion of mobile coupled with the prominence of social media for consumers to give instant feedback. The consequence is the increasingly significant impact that customer experience has on the overall relationship with a brand.