‘Broken customer experiences’ during different stages of a customer lifecycle has a direct impact on acquiring, retaining and growing customer relationships. Organisations today leverage different teams / functions (online and offline) in driving customer engagements – that work in silos, are disconnected and lead to poor customer experiences with clear impact on bottom lines. Here are some startling statistics:
- More than 50% of customers tend towards switching brands if unsatisfied with one bad experience
- Greater than 50% of customers feel that customer service has not improved over the past year
- Nearly 80% of Customers have backed out of a purchase due to dissatisfying customer experience
- More than 50% of organizations state the data quality is the biggest challenge in understanding insights.
How can this be addressed with organizations being able to access a “unified view of customers” – with all teams having absolute control and clarity over customer experience?
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