It is an established fact that customer experience provides necessary guidance and direction to the market leaders and other successful companies to formulate strategies evangelize heir brands. Studies have revealed that customer experience by way of interaction through touch points is effective tool for implementing customer experience management.
Customer experience management constitutes interaction, methodology and transaction with company, product and customer service. Experts opine that feedback based upon customer’s cross-channel exposure is main component among drivers of successful customer experience strategies. As another driver of customer experience strategy, market leaders see themselves as more customer centric rather than profit-centric. Simply because by addressing to customers’ needs they can build their brands and profits will follow in natural process.
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