It’s no longer safe for companies to assume that they can rely on the quality of their product, their competitive prices, or their brand reputation in order to keep customers happy and loyal.
In today’s hyper-competitive business world, companies are finally waking up to the fact that without truly engaging customer experiences, they are going to be left in the dust by their competitors. Consumers are more demanding than ever before; they expect brands to treat them like they are the most important person in the world, and to be offered experiences that are carefully tailored and crafted based on their preferences and habits.
Customer Experience (CX) has always been key, but its importance is increasing. According to a 2018 Gartner Research survey, 55% of companies reported their digital ambition is to create a better customer experience, while 81% said that in two years’ time they expect to be competing mostly or completely on the basis of CX.
The Customer Is Always Right?
It’s no longer safe for companies to assume that they can rely on the quality of their product, their competitive prices, or their brand reputation in order to keep customers happy and loyal. In the quest to find ways of keeping customers engaged, the techniques and tactics utilized are evolving. Take Levi’s launch of its largest customization and tailor shop in New York, allowing shoppers to get their jeans just the way they want them. If a customer is on the lookout for a new pair of jeans and is torn between Levi’s and another retailer, this type of concept will likely draw them more towards the former. [read more]
Source: Heikki Väänänen | Forbes
If The Customer Is Always Right, Use The Right Tools To Understand Them