The crusade to optimize customer experience is one that all organizations are waging — and for good reason. The success equation for anyone doing business today demands customer-centricity. Just look at the “Customers 2020” report that shows customer experience will overtake price and product as the key brand differentiator by 2020. That crystallizing fact puts the need to optimize the customer experience — namely making sure that every experience with your brand matters — atop the CMO’s 10 commandments.
How can you take advantage of the vast amount of customer commentary at your fingertips and leverage it to improve your customers’ experiences?
