The shine is off of 2021, but there’s still time to think and plan for the year.
I’m a big fan of using stats from the past to inform decisions in the present and future, and I found this article fascinating, with regard to Customer Experience and its impact on the future of business.
Here’s a summary:
- Customer experience has fast become a top priority for businesses and 2021 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?
- Customers no longer base their loyalty on price or product. Instead, they stay loyal with companies due to the experience they receive. If you cannot keep up with their increasing demands, your customers will leave you.
- Cross-device shopping via a wide range of channels has made it difficult for companies to maintain consistency. Processes and technologies need to change in order to provide a consistent experience across all platforms.