What a Great Digital Customer Experience Actually Looks Like

hbr.org

"People have different expectations online and offline. Customer experience has been defined as the quality of all of a consumer’s encounters with a company’s products, services, and brand. While a strong customer experience has been shown to produce significant results—more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. This doesn’t have to be the case. Leaders can reach these goals if they focus on something more specific: the digital customer experience."

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