Delivering a great customer experience is hugely important for any business. The better experience customers have, the more repeat custom and positive reviews you’ll receive, while simultaneously reducing the friction of customer complaints and returns, great customer experiences don’t happen by accident, they require a vision and a plan to get there, a great customer experience strategy builds a view of the customer experience from a human-centered design approach.
Customer experience is aiming to reduce customer pain and friction across the lifecycle. It becomes a guiding force for the organization and leadership on the vision, goals, priorities, and roadmap to improving customer experience, and ultimately, business results.
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