The customer is still king. Customer experience has become an important brand differentiator and can no longer be neglected by big and small businesses. Customers are the essence of a business and the key to survival.
Experience is one of the great unifiers in our world. People love to experience good things, but experiencing them together often adds to the enjoyment. In the same way, going through a bad experience can have its blow softened by sharing it with others. How does this concept pan out in the business realm? How does a business acknowledge experience as a whole and create strategy to underpin its importance?
There’s a lot of negative press coverage for companies that deliver poor customer service. If you want to stand out, you need to rethink how you treat your customers.
In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
Do you believe that your customers are satisfied with the experience they get when interacting with your brand? Even though many companies would answer this question with a yes and believe that they are successfully managing their customer experience, many such companies could be missing the mark.
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.
Cross-channel reconciliation is difficult so you can’t offer total flexibility to your customers. Not to mention, implementing changes that impact multiple channels and regions can be complicated. With unified commerce, payments from all your channels feed into the same system. This allows for greater flexibility for your customers and better insights for you.