Companies used to compete primarily on product or service or price. Not any longer. Now if they expect to thrive, they compete on customer experience.
By providing customers with a total experience that is simple and memorable, companies earn their loyalty, which motivates the desirable behaviors of repurchase, retention, and referral and which directly impact the bottom line.
It can be hard to see how customer experience management drives value. Learn how the behavior of your customers acts on your bottom line - for good or for ill - to better understand the ROI on customer experience management.