In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success. In fact, research suggests that by 2020, CX will overtake price and product as the key brand differentiator.
For many retailers, customer experience is synonymous with customer satisfaction and customer service. But successful retailers know that CX is much more comprehensive. CX is a customer’s collective perception of their interactions with a retailer and how they feel about a brand as a result. Everything, from a retailers’ messaging and merchandising to its people and products, impacts this.
https://risnews.com/delivering-promise-customer-experience/
Customers are exposed to more choices than ever before, and that means the experience your brand presents them with is make or break for your business. The 2017 report Customers 2020: A Progress Report, by Walker customer experience consulting firm, found that 86 percent of buyers will pay more for a better customer experience. By 2020, customer experience will overtake product and price as the key brand differentiator.
http://www.youngupstarts.com/2018/02/14/4-ways-to-optimize-the-digital-customer-experience-in-2018/
Nowadays, there is a lot of talk about customer experience. Aside from a strong product offering, it is customer experience that can help differentiate a business. Competition is all around, and technological advancements allow for innovative ways that create the illusion of more intimate brand-customer relationships. Customer experience is motivated not only by rational argument (“what do I think of the brand”), but also very much the emotional sensations that arise from interacting with a business (“how does it make me feel”).
http://www.cxotoday.com/story/customer-experience-focus-is-a-strategic-brand-differentiator/
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