According to PwC, 73% of all people point to customer experience as an important factor in their purchasing decisions, just behind price and product quality. Yet only 49% of U.S. consumers say companies provide a good customer experience today. PwC’s most recent Consumer Intelligence Series: Experience is Everything surveyed 4,000 Americans from Gen Z to Baby Boomers and 11,000 customers from 11 other countries in Asia-Pacific, Europe, and Latin America.
https://www.forbes.com/sites/shephyken/2018/04/01/your-best-opportunity-for-growing-business-the-customer-experience/#238f717d3a3e/
Oracle’s Antony Welfare explains why customer experience offers retailers the biggest competitive advantage.
Your customers have unprecedented power, information and choice at their fingertips. As a result, their expectations are higher than ever.
These modern customers – many of them millennials with a mobile phone moulded to their hand – expect the same retail experience, regardless of where their interaction takes place. Whether it’s online, in store, on your mobile app or socially.
https://www.retail-week.com/retail-voice/the-retail-customer-experience-of-the-future/7027916.article?authent=1/
Sometimes, the key to increasing ROI is not to expand your targeting, but to refine it. Columnist Kristopher Jones shares a case study where hyper-targeted advertising based on detailed customer personas produced award-winning results.
https://marketingland.com/knowing-audience-better-competitive-advantage-case-study-229974/
When talking about customer experience, there’s almost an underlying assumption that the focus is on customers in the B2C space. But B2C is just one side of the coin. There’s the B2B angle to it as well, where delivering a great experience is equally crucial to be successful in the long run.
According to Accenture, approximately 80% of executives in B2B companies believe that offering an outstanding customer experience is directly connected to generating better business results and ensuring the company has a competitive advantage. Despite this realization, fewer than 25% of these companies excel at offering great CX. The rest still have a more product or channel-centric approach, with everyone in the organization focused on the product and where and how it’s marketed.
https://customerthink.com/the-future-of-customer-experience-in-b2b/
It's fair to say companies have recognized the power of customer experience (CX). Think of the great lengths businesses have gone to provide features such as one-click ordering or same-day delivery. We at Walker predicted this in our 2013 report “Customers 2020,” in which we revealed a rise in the influence of customer experience and a decline in traditional methods of differentiation based on products and price. It appears we got that one right. CX is now widely considered one of the best ways to establish a competitive advantage.
http://www.destinationcrm.com/Articles/CRM-News/CRM-Featured-Articles/Voice-of-the-Customer-B2B-Companies-Are-Falling-Behind-in-Customer-Experience-121782.aspx/
