Michael Porter, Sales Director at Perficient, recently wrote a blog post about a keynote speech focusing on Customer Experience at Oracle OpenWorld. Companies must understand their consumers – they why’s, where’s, when’s and how’s of the shoppers journey. Customer experience not only pertains to the actual experience itself, but everything that makes up your product or brand – values, key differentiators, attitudes, etc. Customers that have a great experience tend to spend more as well as repeat purchases with a particular retailer or consumer good company which in turn leads to loyal customers.
Just how important is the customer experience?
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97% of execs say customer experience is critical
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30% say that are just getting starting with CX
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20% consider their customer experience to be advanced.
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