What company doesn’t want customers to have a positive reaction when they think about doing business with it?
But despite spending significant sums on studying and improving customer experience, many companies are simply not seeing results, according to a recent survey of 8,000 customer experience professionals in 2,160 companies globally by consultancy Beyond Philosophy. The findings provide a road map any company can use to court new and repeat customers.
According to Steven Walden, research director at Beyond Philosophy, companies....