Customer experience has emerged as a vital strategy for all retail businesses that are facing competition. In fact, a study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate.
A study found that 80% of organizations believe that they are delivering a superior experience, however, only 8% of customers believe they are receiving a great customer experience.
The challenge here is that even though customer experience is of a crucial and high priority, many companies fail in providing a customer experience of an expected level. This has given rise to the question “how can businesses improve the customer experience they provide?”.