Facing increasing threats from the global brands in travel and the fast-changing consumer shopping behaviors, the smaller companies can still decide to go for a complete transformation and get ahead.
Transformation needs to occur in three areas: customer experience, mobile, and operational efficiency. Today we’ll examine the first prong: Customer Experience.
Why customer experience now? Numerous research projects have proven that brands that focus on improving customer experience are reaping the benefits.
- 58 percent of consumers are willing to spend more on companies that provide excellent customer service, according to American Express
- Satisfying customer experiences can also lead to more word of mouth, as 23 percent of customers who had a positive experience told 10 or more people about it, reports Harvard Business Review
- McKinsey Research has shown that 70 percent of buying experiences are based on how the customer feels they are being treated—and a large part of that has to do with showing the customer you (as the brand) care about them, and value their business.