Source | www.forbes.com | Pascal Bornet
When it comes to building a successful business, one of the key differentiators is customer experience (CX). With consumers able to access vendors from around the world, differentiating products or services is a challenge. Aside from some very rare exceptions, shoppers can often find multiple businesses able to fulfill their needs. The question to ask is, “Why would they choose you?”
However, while customer acquisition matters, so too does customer retention. In this case, a common misconception in business circles is that delighting clients is the key to customer loyalty and retention. Sadly, data has shown that this is not really the case and that, while customer delight may help, it has very little impact on overall customer loyalty.
The one key differentiator that can make your business stand out from the crowd is the customer experience you provide. Today, this metric has become an area of focus for many businesses looking to grow. A recent Gartner survey pointed out that 66% of marketers say that CX is the battleground of the future.
Luckily, there are ways that intelligent automation (IA) can help boost CX, helping companies gain new customers and retain existing ones.
