Customer expectations keep going up, and up, and up. Customers today don’t give your company or organization a “pass” because you’re in B2B, of financial services, or healthcare, or manufacturing. The greatest companies in the world, regardless of category, are teaching your customer what is possible and what is the norm.
Forrester says we are five years into “the age of customer”: an era of manifest customer expectations increases that will challenge almost every business. Specifically, their analysts say:
“The age of the customer will place harsh and unfamiliar demands on institutions, requiring changes in how they develop, market, sell, and deliver products and services.” ~ @forrester
Click To Tweet
To succeed in this environment, companies must look for every opportunity to understand customer expectations and continuously leapfrog past them, time and time and time again. The cycle for optimization of customer experiences is getting shorter and shorter too. What was a remarkable customer experience in 2016 is table stakes today. And to be able to continue to jump in front of rising customer expectations, your data and systems must be constantly getting better as well.
But dat… Read More