Enterprises everywhere want to build loyalty so strong that customers won’t switch providers and will pay a premium for their products or services. Those goals might seem lofty, but many organizations are doing just that. The question is: How?
The answer: customer experience and employee engagement can beat out a superior competing product. These are not just “warm and fuzzy” aspects of running a business. They directly impact the buyer on a personal level. Various studies show that customer experience and employee engagement have a material impact on the top and bottom line. Before I discuss the data, I’ll share a personal experience.