In a recent blog post, Forrester research director and customer experience thought leader Harley Manning examined the changing behaviour of today's customers and the present volatility in the global economy and came to one conclusion: today's businesses should keep investing in the customer experience if they know what's good for them!
Indeed, it could be argued that 2016 is the year of the customer, such is the importance of the customer experience to the success of today's businesses.
Arguing this point, is Cloudcherry, which highlights several key trends and statistics in this infographic to back up its view.
- The number of companies competing on customer experience.
- The number of companies rating customer experience as a strategic priority.
- The number of companies that view customer experience as the key differentiator in their market.
- The number of customers likely to stop doing business with a company because of a bad experience.