My crystal ball says winning experiences will deliver.
I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess.
I predict future retail wars will involve online brands (whose value proposition will be an expansive choice, “best pricing” and quick delivery) pitted against traditional retailers who will rely on (reasonable prices, reduced customer effort, sufficient selection, and immediate product availability). Ok, I imagine some of you are saying, “That isn’t a prediction. That is a description of the current state.” To that, I might generally agree – with an evolving caveat!
http://www.customerexperienceupdate.com/?open-article-id=8022469&article-title=the-future-of-customer-experience-delivery&blog-domain=josephmichelli.com&blog-title=michelli-experience/
Gartner revealed over 50 per cent of businesses plan to reinvest in improving customer service experience. Another study showed that 72 per cent of customers will share a positive experience with six or more people. Getting your customer service right not only improves retention and brand reputation, but it reduces the reliance on new business through upselling to an already captive audience.
With this in mind, I’ve written down some of the core activities I believe every small business should be doing in 2018 to improve customer service experience online.
https://realbusiness.co.uk/sales-and-marketing/2018/04/09/why-customer-service-still-remains-the-most-valuable-weapon-in-your-digital-strategy/
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