Why Is Customer Experience Management so important?

Strategies & Solutions for Improving Customer Experiences - An Enghouse Interactive White Paper

As the market for goods and services saturates, commoditization eliminates price as a differentiation, and as the customers become more and more sophisticated, how do companies compete for new business and retain existing ones. They must differentiate themselves by innovating, offering great customer service, and by providing exceptional customer experience. Customer experience covers all phases of a customer’s lifecycle, from awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. Great customer experience cannot only cultivate loyalty for your products it can also develop your most loyal customers into strong advocates for your brand.