Engaging customers around the globe means speaking multiple languages while maintaining one distinctive voice – a juggling act that becomes ever more vital in the era of the customer.
In times of digital global marketing, it’s easy to match a competitor’s pricing and offer copycat products. Providing a better customer experience (CX), on the other hand, is an area where companies can really distinguish themselves from the pack. In Walker’s Customers 2020: A Progress Report, the customer experience consulting company predicted that "by 2020, customer experience will overtake price and product as the key brand differentiator." In a recent Gartner survey on the role of CX in marketing, the majority (89 percent) said that they expect to compete on customer experience.
Improving CX is good for customers and it is good for business. Happy customers are more likely to purchase and refer others, and are willing to pay more to avoid the hassle and inconvenience of poor CX. A recent Temkin Group survey found that CX is highly correlated to future purchases. "Consumers who have ...
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