Today’s consumers expect more than just a transaction. They want effortless experiences at every point in their buying journey. As per a PWC Research, 73% of respondents point to customer experience as an important factor in their purchasing decisions. To leverage customer experience as your brand’s biggest differentiator, the best place to start would be to shift your perspective from “the customer is always in the way” to “the customer needs to be the centre of the strategy”. Change in behaviour should start at the strategic level and cascade throughout the organisation.
“ 2020 will be a year of customer innovations to ensure quick query resolution. This will primarily be driven by technology and backed up with a Customer Satisfaction Attitude.”Soumya Matour. Lenskart.com – from freshwork expert insight 2020
Source: Freshwork Expert Insights CX 2020