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Posted by Kerry Bodine on October 10, 2011
For decades, companies have been promising to delight customers, while simultaneously disappointing them in nearly every channel. That tactic won’t cut it anymore. Why not? We’ve entered a new era that Forrester calls the age of the customer — a time when focus on the customer matters more than any other strategic imperative. In the age of the customer, companies find that:
Those are the global business trends. But what specific business benefits can companies expect to gain from customer experience investments? Every firm in every industry can leverage great customer experiences to:
The big takeaway? Companies need to start treating customer experience as a business discipline — not a bumper sticker.
If you need to make the case for customer experience at your company, you should: