Consumers now expect a bespoke, fluid experience when shopping. This experience is defining successful business models, but how can businesses predict what consumers want?
How can businesses differentiate through customer experience (CX)?
There are a number of practical steps a company can take when seeking to optimise its customer experience.
1. Diagnose the 'as-is'
2. Set a realistic 'to-be' goal of where it wants to be
3. Set out clear and actionable next steps to implement its vision
Having set a clear goal for the customer experience, companies need to prioritise what is required which includes:
1. Correct
2. Optimise
3. Disrupt
Download - CX Marks The Spot: Rethinking The Customer Experience To Win
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