Customer experience continues its reign as a top priority for both customers and retailers. A decade ago, customer experience was poised to become the key differentiator for brands, ahead of price and product. Fast forward to 2021 and 2022. Great customer experience is indeed top of the agenda for businesses and retailers, and high on the wish list for customers.
Over 2/3 of companies already compete mostly on the basis of customer experience.
77% of CEOs say their company will fundamentally change the way it interacts with customers. to drive business growth.
73% of all people point to customer experience as an important factor in their purchasing decisions.
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