The customer experience is a major differentiator in business today. Customers are becoming more
demanding and less loyal, competition more global and prices and profit margins are being eroded.
Customers have an unprecedented choice and their expectations are rising.
Simply acquiring new customers is no guarantee of a profitable relationship. The need for winning
and retaining customers has never been more pertinent and organisations need to cultivate loyalty
and provide superior customer experiences in order to survive and grow.
Organisations that provide an excellent customer experience and deliver upon their brand promise
stand out from their competitors, enabling them to grow their customer base, increase loyalty
and maximise customer profitability.