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Customer experience management is the next big thing for business. Businesses are already using customer experience management as a strategic differentiator to compete and win in today's competitive marketplace. Those that master customer experience will reap the rewards; those that don't will likely languish.
According to a study by Accenture in August 2006, nearly half of US customers surveyed indicated that they had quit doing business with a company due to poor customer service.
Companies that neglect the customer experience may struggle to grow their businesses profitably due to lower conversion rates, stagnant market share, and higher customer turnover levels. Simply put, unhappy customers can break your business.
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