In the modern era, the inexorable rise of Customer Experience has pushed the bar higher in Marketing, Sales, Service and Commerce. The biggest challenge faced by marketing professionals lies in delivering connected and smoothly concerted experiences to a whole new generation of customers that expect instant solutions, round-the-clock customer service, access to personalized content, flexibility and ease of adoption, regardless of their device, geography and expertise in handling technology. Today, you are not just selling an experience, you’re also selling consistency — consistency in meeting expectations through connected data, experiences and intelligence.
https://martechseries.com/mts-insights/staff-writers/c-customer-experience-cx-means-consistency/
Customers today value their experience with a company a lot more than the product or service. Helpscout quotes McKinsey in their blog saying: 70% of buying experiences are based on how the customer feels they are being treated. It also ascertains that in 2011, 86% of consumers quit doing business with a company because of a bad customer experience.
https://customerthink.com/how-to-create-an-experience-that-customers-would-love-to-pay-a-premium-for/
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