Making a difference with Customer Experience.
By Global Trust Association
29 October, 2019 | 22:10hrs
Differentiating a brand, a product, or a service through customer experience has become one of the main challenges for organizations.
Today’s consumer participates, suggests, interacts, demands, makes informed purchasing decisions, expects immediacy and full accessibility. It is an expert consumer who is increasingly involved with brands, thus influencing the business operation. Technology, product, or price are not enough factors to make a difference in purchasing decision and achieve loyalty.
The organization value is increasingly directly related to customer experience. Those organizations focused on delivering tailored experiences are those having a competitive advantage and achieving greater profitability in the medium and long term.
In these days, business leaders must learn to listen to the voice of the customer, know and understand how they interact with the brand, product, or service through the various contact points, thus identifying positive and negative emotions to use them as input for strategies, as well as take advantage of the tangible benefits generated in organizations because, after all, a good customer experience may lead the way towards improving profitability.