Experience Is Everything
Winning Customers' Hearts, Minds & Wallets in the Era of NOW CX
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The on-demand digital economy and the higher-than-high standard set by companies like Amazon have created a new kind of consumer -- a NOW Customer. They are always on (and always online) and expect rapid resolutions and engaged interactions from their brands at all times and across every touchpoint. Here's the tough truth: Most CX leaders have been unable to keep up. The result has been lost revenue, market share, and internal regard for their programs from colleagues and executives. But it doesn't have to be this way. There are a handful of companies that are shedding light on what exceptiona...
The on-demand digital economy and the higher-than-high standard set by companies like Amazon have created a new kind of consumer -- a NOW Customer. They are always on (and always online) and expect rapid resolutions and engaged interactions from their brands at all times and across every touchpoint. Here's the tough truth: Most CX leaders have been unable to keep up. The result has been lost revenue, market share, and internal regard for their programs from colleagues and executives. But it doesn't have to be this way. There are a handful of companies that are shedding light on what exceptional CX looks like in the era of the NOW Customer. They are consistently empowering their organizations to eradicate neglect, turning consumers into buyers, and buyers into five-star fans. They are the leaders of the NOW CX movement. The Simplr team has worked and spoken with dozens of such leaders. Simplr CEO Eng Tan and CMO Daniel Rodriguez have distilled their insights into a blueprint for how CX leaders can leverage innovations in technology, alternative ways of working, and new CX programs to be a part of the NOW CX movement. Experience Is Everything is that blueprint, and it is essential reading for any business leader looking to transform "customer-first" from a slogan into a reality.
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