Growing importance of customer experience
In today’s highly competitive business environment, customers have a choice and are choosing companies which provide great customer experiences. In fact, a study says, 9 out of 10 customers are even willing to pay more for a superior customer experience. No wonder, a recent Gartner research found, “by 2016, 89% of the companies expect to compete basis their customer experience”.
However, only 20% of the companies out there are actually able to provide a great customer experience. Why? because companies do not have a way to measure, improve and track customer experiences in a meaningful and realtime manner.