By 2020, customer experience will overtake price and product as the key brand differentiator ~ Gartner
Customer experience management (CXM) is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.
It is a strategy that requires a mind shift, process changes and many technologies to accomplish.
Good customer service doesn’t just happen and neither does great customer experience. A proper strategy needs to be put into place to guide businesses and make this a focus area. Knowing who your customers are, what they need and expect should be managed in a clear and consistent way.