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Richmond Businesses Told Us What Was Hurting Them. Their Own Responses Revealed Something Else.

We surveyed 103 Richmond-area business leaders about their customer experience challenges, priorities, and assumptions.

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What businesses told us

Two responses stood out across the survey.

50% said they were making assumptions about marketing or messaging

31% said marketing and lead gen was the help they needed most

What their responses revealed

Looking across the responses, a different pattern began to emerge.

What they said
Marketing and visibility
Getting more customers, standing out, lead generation

What emerged
Information clarity gaps
Communication, customer understanding, assumptions

A pattern worth paying attention to

Many leaders recognized they were making assumptions while also identifying marketing as the area where they most needed help. Together, those responses raise an important question:

Are organizations solving the right problem first?

Businesses and customers experience the same interaction differently. Research surfaces where the gaps are.

The 2026 Richmond Business CX Pulse

This research captures what 103 Richmond-area business leaders said about their customer experience — where they feel friction, what they think is causing it, and what kind of help they believe they need.

read the highlights report

Reading about Richmond businesses is useful.

I help organizations see where to focus first.

Research can highlight patterns across many businesses. Understanding what those patterns mean for your own organization takes a closer look.

explore what these findings mean for your organization

Find out what 103 Local business leaders revealed about cust

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