Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important. According to Gartner, 81% of marketers say they expect to be competing mostly or completely on the basis of customer experience in by 2020.
Brands who get the customer experience equation right reap greater loyalty and increased revenues. However, those that fail risk customer defection, as two in three consumers say they’ll happily jump ship to brands that provide the best experience or service.
How do companies go about creating inspired customer experiences? They pay attention so they can anticipate and accommodate customer needs. Consider these best practices from brands focused “what’s next” in customer experience, keeping their brands relevant and simplifying and modernizing interactions with customers to maximize convenience.
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