By 2020, the customer experience will be a more important brand differentiator than price or even the product itself, according to the Customers 2020 report. Savvy managers can gain durable competitive advantage by creating a customer journey that wins and retains new customers.
Improving the customer journey won’t happen overnight. But when you put in the time and effort to be customer-committed—and set up the tools and processes to match—you’ll see the benefits of happier customers, repeat business, and a more satisfied workforce.
Download this eBook to learn:
- The four steps necessary to successfully launch a customer journey transformation
- Practical questions to assess what you need to know at each step
- What to do to get from one step to the next