What importance do brands place on customer relations when they define a successful customer experience? That was the question BlueLink and the editorial staff of Relation Client Mag wanted to answer through a survey they conducted jointly between January and March 2017.


Many decision-makers in the Customer Relations, Marketing and Sales departments in a wide variety of business sectors were surveyed about their practices regarding customer experience. It was an opportunity to gain a better understanding of how companies get involved on their customers’ behalf, the resources (internal and external) they use and the goals they seek to attain.


The results of the survey show that the customer experience is “the next big thing”!


57% of those surveyed say that issues related to customer experience will be a high priority in their future strategy. Consequently, they will have strong needs for expertise in the area…


For 65% of the respondents, customer relations are what have the greatest influence on a customer’s experience of a brand