Interesting article around how important digital customer experience is. Here are some key takeaways:
1) Customer Experience (CX) leaders increased their market value by 22% over 5 years, while the CX laggards’ value declined by 46.
2) 80% of companies want to get closer to their customers and that they rate customer experience a top strategic objective. Only 8% of their customers think they do a good job.
http://www.forbes.com/sites/sap/2012/11/30/digital-customers-now-rule-the-world-are-you-ready-part-2/
1) Customer Experience (CX) leaders increased their market value by 22% over 5 years, while the CX laggards’ value declined by 46.
2) 80% of companies want to get closer to their customers and that they rate customer experience a top strategic objective. Only 8% of their customers think they do a good job.
http://www.forbes.com/sites/sap/2012/11/30/digital-customers-now-rule-the-world-are-you-ready-part-2/
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