Customer Experience (CX) is today’s powerful business currency that can make or break your business. In the past, if a customer had a memorable experience, they might tell a few friends or family members. Now, we’re in a new era: the Experience Economy.
Today, if your customer has a memorable experience with your company, good or bad, they can use their smartphone to effortlessly leave an online review on Google, Yelp or Facebook Recommendations to share their story with millions of other potential customers before even leaving your business.
Savvy businesses understand the importance of this shift and realize there’s never been a better time to redefine the retail customer experience across sales, marketing and service initiatives. By tapping into the power of cloud, social, mobile, AI and IoT technologies, brands now connect with shoppers in a whole new way.
We call it CX 2.0
Customer Experience Data in Motion creating real-time improvement and powering the brand
By putting data in motion, a company can drive powerful business outcomes by properly focusing their energy on the right customer journey moments.
Customer-centric companies like AEZ Rental Car and New American Funding use the Experience.com (Formerly SocialSurvey)’s XMP CX 2.0 strategies to create a better customer experience through automation and then use it to power the brand’s reputation online.
Having a CX 2.0 strategy in place is crucial. Studies have shown that customers are willing to spend 31% more on a business with excellent reviews. Meanwhile, 94% say an online review has convinced them to avoid a business.
We’ve uncovered the 5 key components to creating a CX 2.0 strategy and are sharing them with you in our new eBook, CX 2.0 The Evolution of Experience Management.
Download the full eBook and discover the secrets to CX 2.0 success in the digital age.