Customer Experience FAQs.
Find out more about Customer Experience in the new book from our CEO Alex Allwood’s, Customer Experience is the Brand
‘Leaders outperformed the broader market, generating a total return that was 35 points higher than the S&P 500 Index.’
‘Laggards trailed far behind, posting a total return that was 45 points lower than that of the broader market.’
What’s needed now is an outside-in, customer-first approach using closed-loop customer intelligence, agility to navigate and manage the gap between delivery and customer feedback, and cross-functional systems and processes. Importantly brands not only need to continually reiterate their brand promise at every customer touchpoint, but deliver on their brand promises too.