Just as a rising tide lifts all boats, improving customer experience levels in one industry can lead to increased expectations in another. People tend to transfer experiences across industries and into new segments where they engage and interact. For example, if someone has a delightful, one push-button experience with a flower shop, they will start to question why they can’t have that same level of service at their dentist’s office or their mechanic’s garage. With so many global companies investing heavily in digital transformation and customer experience, even if they are in vastly different businesses than yours, the wholesale rise in costumer expectations and experiences will have implications for your business and the way you should interact with customers.
The massive adoption of digital we’ve witnessed might be a byproduct of the pandemic, but it will likely be here to stay, long after COVID-19 eventually fades away. The organizations that thrive will be those that cultivate a deep understanding of their customers, are able to successfully embrace and adopt ‘everywhere’ models and elevate customer experience to a key strategic imperative.
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