We all know how critical customer experience is to the success and effectiveness of an organisation. That in competitive markets, more often than not it’s the key differentiator. That by becoming more customer-centric your organisation can be more effective, more efficient and more competitive.
We also know that customers have higher expectations that ever before. That they will no longer tolerate a bad experience. That they will tell others about bad experiences. And, that they will change providers based on bad experiences.