By the end of 2020, customer experience will be the #1 reason people choose to do business with a company. In other words, how your customer feels about your brand could overtake quality and price (Walker, 2020). In fact, a study by White House Office of Consumer Affairs found that 80% of US consumers would pay more for a product or service to ensure a superior customer experience (Ference, 2017).
And, of course, the best ambassadors for your company are loyal customers—engagement comes from a commitment to a brand.
Getting there is possible, just follow these six steps to prepare for advanced customer engagement.