BUT DO THEY LOVE IT? THE CUSTOMER EXPERIENCE IMPERATIVE
All businesses want to grow sales beyond their initial client bases. The most important factor: a positive customer experience. It’s critical to a company’s brand and, ultimately, its bottom line. But old ways of engaging are failing — with the proliferation of technology and devices, the customer is smarter and more powerful. They now decide when and how they want to interact. Macro trends such as social, mobile, cloud, big data and IoT are forging a new era of engagement and consumers are ultimately far more disruptive than the technology itself. How will you help your customers — and your own firm — connect?