Despite customer experience emerging more prominently than ever as a key brand differentiator, 92% of customers admit they’ve had to endure a poor customer experience. Furthermore, 46% of these people took their time, money and advocacy to a competing company, as a result. And neither brand negligence, nor today’s fickle customer are entirely to blame for these missed opportunities.
As technology evolves, the demand for seamless cross-channel communication continues to rise. Enterprises are being challenged to perpetually stay ahead of this expectation across a cyclical buying model — from awareness to repurchase — often without even realizing it! But understanding the continual nature of the buying cycle and the challenges it presents is the first step toward leveraging it as a means of converting positive experiences into tangible revenue.
Click here to download West’s whitepaper, Converting Customer Experience into Revenue, and learn how to strategically respond to customers in every phase of the buying cycle, and generate long-term loyalty and repeat business.