Your customer experience IS your competitive advantage
More than 80% of businesses agree that customer experience (CX) offers them a competitive edge; yet just 14% say it forms a crucial part of their strategy.
Customer expectations have evolved drastically in the recent past which has put businesses in a race to outdo each other through CX to survive and grow. Nearly 80% of the businesses agree that delivering digital CX is extremely important.
Customer expectations are going only in one direction…
Consumer expectations are only going in one direction…up.”, says Dan Gingiss, a renowned CX expert. His prediction isn’t surprising. Experts are witnessing skyrocketing customer expectations across all industries.
The on-demand economy upended service expectations. Once people experienced one-day deliveries from ecommerce giants, they now expect it everywhere. Challenger banks can answer your queries immediately, so consumers learn to expect that from legacy operators. Consumers want same- day healthcare appointments, always-on content and instantaneous support.
As Dan explains, “It’s not the prices at which the likes of Amazon offer services, but the experience,
that makes it such a great experience to go shopping there.”
This article is posted at sprinklr.com
Please fill out the form to access the content