As the provision of products and services become increasingly transactional, to gain customer's loyalty, companies not only have to provide a great product or service but have to ensure that their customers' experience across the whole customer journey is optimized.
A few key stats:-
1) Customer Experience (CX) leaders outperform the market - stock market performance 2007-2017 of CX leaders = 184% compared to CX laggards = 63.1%
Source: Watermark Consulting
2)R RrRer
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