Companies have traditionally competed on product, quality and price. But with many products becoming commoditised and price differentiation hard to sustain, a new way to compete is customer experience.
Investing in improving your customer experience will increase the lifetime value of your customers.
When competition is intensifying and market dynamics are changing, here’s 3 reasons why you should care about your customer experience.
|1. Increase revenue||Upsell customers
Win return business
Improve your reputation
Create word of mouth marketing
Attract new customers
|2. Reduce costs||Improve processes
|3. Promote culture||Drive customer centricity
Share best practice
Reward high performers
Coach poor performers