2016
“The Year of Customer Experience”
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A recent article in the Harvard Business Review entitled The Truth about Customer Experience, defines the customer experience as your customer’s entire end-to-end journey, not just the key touch points when customers interact with your organization. The customer experience is the cumulative impact of multiple touch points over time, which results in the establishment of a genuine relationship—or lack thereof.
Businesses of all sizes have good reason to focus on the customer experience because an improved experience can deliver bottom-line results. Survey data suggests that a better experience can:
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