The Customer Experience Revolution
Most businesses have acknowledged this recent power shift: according to a recent Gartner study, 89% of companies expect to compete primarily on the basis of customer experience this year, up from just 37% ﬁve years ago. Why such a leap? These businesses continue evolving to offer more enjoyable, convenient, and responsive services, in turn, spawning competitors of their own. The battle for customers and member’s hearts has escalated into a self-perpetuating race: as more becomes possible, the norm is continuously redeﬁned. If you aren’t raising the bar, you’re below it.
What's in the ebook:
- Seeing yourself through the eyes of your customers
- Engage with feedback for swift crisis management
- Integrate insights into every department
- Structure growth around customer experience insight