Keeping up with the competition was once a central issue that kept business-to-consumer (B2C) leaders awake at night. Not anymore. Now, the primary challenge retailers and brands face is keeping up with their own customers.
So how have customer expectations changed? And how can B2C companies build a strategy to actually drive loyalty with an ever more demanding customer base?
One thing is certain - customer experience is a crucial part of the solution. After all, 80% of customers say the experience a company provides is as important as its products and services.
In this discussion, Rob Graf, VP of Industry Insights, Salesforce and David Brown, Managing Director Accenture Interactive, share how to engender loyalty through better customer experience.