A successful customer experience strategy starts with an aspiration centered on what matters to customers and empowering frontline workers to deliver. – Brooke Boyarsky, Will Enger, and Ron Ritter
The age of digital transformation is here, and organizations once again find themselves mulling over novel customer experience strategies to attract and retain customers.
Digital transformation presents businesses with room to maneuver various approaches to garner the attention of modern buyers and live up to their expectations of impeccable customer experience, irrespective of the medium or place.
As people become increasingly conversant with their desires, organizations the world over find it quite troublesome to emulate and deliver a distinctive customer experience.
In fact, a Gartner study revealed that almost 52 percent of marketers shared the opinion that a budget apportioned to customer service responsibilities will not rise correspondingly. Apart from this, various CMOs surmise that only 18 percent of the total marketing budget is devoted to customer experience. [Continue reading]