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Spotlight on customer experience: a Belgian benchmark

Gino De Vooght, Kantar Lead Customer Experience Domain 
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Customer experience matters. Recent research from Kantar shows that customer experience is not only a powerful asset for customer retention but also for brand building. However, to have a real impact on brand development, the experiences offered by a brand must create meaningful differentiation—something unique that other brands cannot offer. But where should you start? A good starting point is understanding where your brand stands in terms of customer experience. To this end, we conducted a customer experience benchmark study that includes 64 brands across various categories. 

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