Post summary:

  • Customer experience has fast become a top priority for businesses and 2021 will be no different. But, why are so many companies focusing on the customer experience and what happens to companies that choose to ignore it?
  • Customers no longer base their loyalty on price or product. Instead, they stay loyal with companies due to the experience they receive. If you cannot keep up with their increasing demands, your customers will leave you.
  • Cross-device shopping via a wide range of channels has made it difficult for companies to maintain consistency. Processes and technologies need to change in order to provide a consistent experience across all platforms.

It wasn’t too long ago when every business claimed that the key to winning customers was in the quality of the product or service they deliver.

But, things have changed.

Now, an even more important success factor has appeared.

Providing the best customer experience.

We recently asked 1,920 business professionals to share their number one priority for the next 5 years.

The results?

Customer experience (or CX) came in first (beating product and pricing).