Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives.
Businesses use loyalty schemes, free gifts and other perks to reward customers for their loyalty. However, these schemes often clash with the way consumer behaviour has evolved.
In today’s market, customers don’t have to be loyal. They have endless choices and a nonstop stream of information at their fingertips to help them find the latest brand and product information.
Just by googling customer experience, thousands of results appear that are a mouse-click away. The problem, however, lies with the fact that too few companies have a serious, well-thought, and honest approach when it comes to CX.
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