Modern businesses that want to flourish in today's tremendously
competitive marketplace are taking the old phrase ‘caveat venditor'
(meaning let the seller beware) seriously. Customer care and
satisfaction have now become the keystone for evaluating success in
businesses. Typically, customer care services, which include call
centers as well as self-service and online channels, play an essential
role in a company. As the natural owner of a large part of the customer
journey, customer care can offer priceless insights by helping
businesses find pain points, describe journeys, and spur collaboration
across functions.
https://www.benzinga.com/pressreleases/18/08/b12136994/role-of-customer-care-in-improving-customer-experience-infiniti-resear/
Customer experience is one of the hottest buzzwords in business these days. Companies are pouring more resources than ever before into building a strong customer experience, and many expect to soon compete on experience more than price or quality. Today increasingly we’re seeing research that companies that invest in customer experience boast a higher stock price. In fact according to a portfolio of publicly traded companies drawn from the top 20% of brands in Forrester’s Customer Experience Index – these companies that invest in customer experience had higher stock price growth and higher total returns than a similar portfolio of companies drawn from the bottom 20% of brands.
https://www.forbes.com/sites/blakemorgan/2018/03/05/customer-experience-vs-customer-service-vs-customer-care/#5731143d4167/
