The commerce landscape has changed drastically in the last 10 years, and since the Internet gave birth to the likes of e-commerce sites and social media, customers now more than ever expect businesses to go the extra mile to maintain their custom. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially as each individual customer faces a deluge of different struggles in a multitude of different platforms. But understanding customers is half the battle. In the latest IBM Tealeaf and Econsultancy 2013 “Reducing Customer Struggle” report, 44% of businesses said they had a good or excellent understanding of the overall customer experience.
Customer Experience News & Trends
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Michele McGovern
Michele's a journalist with decades of experience working for local and national… MORE