Not so long ago, brands held an enormous amount of power over consumers. Loyalty (if you could call it that) was based largely on the product offered and the scarcity of options in the sector. Thanks to this market dynamic, organizations operated under the assumption that customers would pledge their hard-earned dollars, regardless of their interactions with the company.
Those days are behind us, however, and customer loyalty has blossomed into an industry, in and of itself. Customer experience is of paramount importance in....