Companies today agree that customer experience plays an important role in building loyalty, but many brands still overlook CX in favor of more tangible, metric-driven initiatives. This mindset may be changing, however, as more research comes out supporting CX as a factor in improving overall revenue. The latest study, out of Frost & Sullivan, goes so far as to predict that customer experience will pass both price and product as a key brand differentiator.
For marketers looking for measurable impact, the study also observes an....