Navigating a Course to Better Customer Relations

PHOTO:
Joseph Barrientos

$1.6 trillion: That’s not the GDP of a nation. According to Accenture, it’s the amount of money businesses in the U.S. lost in 2017 due to customers switching to their competitors because of poor customer experiences (CX).

As competitive pressure increases, businesses need to set themselves apart — and a superior CX will do the trick.

Of course, it’s no small feat to deliver top-of-the-line service to every single customer at every touchpoint. It’s hard enough to just launch a website for the masses with no segmentation, let alone optimize for each phase of the customer journey. But it’s a challenge that…

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