Customer experience is fast becoming a top priority for businesses, creating superior customer experience seems to be one of the central objectives in today’s retailing environments. Retailers around the globe have embraced the concept of customer experience management, with many incorporating the notion into their mission statements.
The ongoing digital revolution and the remarkable rise of the commercial Internet over the last decade have transformed traditional business models and empowered customers to engage at their convenience with organizations with whom they interact and transact across multiple channels.
If customer experience refers to the sum of every interaction a customer has with a business, both pre- and post-sale, the customer experience strategy defines the actionable plans in place to deliver a positive, meaningful experience across those interactions.
A Graph Shows The Primary Objectives For A Customer Experience Strategy, 2019.
Ascend2 benchmarks the performance of marketing strategies, tactics and the technology that drives them with a standardized online questionnaire and a proprietary 3-minute survey format. This survey was fielded to a panel of marketing influencers and marketing research subscribers, 301 marketing influencers who responded to this survey during the week of September 9, 2019.
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