Most successful companies would say that they try to create a good customer experience and have invested in the systems, people, and training to develop it. So what’s missing? Why is it so much more difficult to meet customer expectations every day in every way?
- Customers want to do business with companies in more ways than before – social, digital, direct, in-store, mobile, and call center
- The customer buying and owning lifecycle has become more complex
- Siloed channels and systems create customer frustration