“We see our customers as invited guests to a party, and we are the hosts,” proclaimed Jeff Bezos in 2004. “It’s our job every day to make every important aspect of the customer experience a little bit better,” he continued.
Thirteen years later, and today’s customers are getting invitations to all sorts of wild and elaborate parties. If you aren’t nailing your customer experience in 2017, it’s likely that your current and potential clients will slip out the back door and wander off to the party next door.
Gartner defines customer experience as “the practice of designing and reacting to customer interactions so as to meet or exceed expectations and increase customer satisfaction, loyalty and advocacy.” The customer journey should underpin your strategies for sales, marketing, customer service– essentially, any area of your business that interacts with clients.
Let’s take a look at some key trends related to customer experience in 2017, showing just how important it is to consider as part of your customer engagement strategy (of course, Jeff Bezos could have told you this more than a decade ago).
Looking for ways to improve customer experience in 2017 ?
If you want to learn how to keep your customers satisfied, reduce churn, and increase revenue, check out these resources: