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Consumers now expect a bespoke, fluid experience when shopping.
This experience is defining successful business models, but how can
businesses predict what consumers want?
How can businesses differentiate through customer experience
(CX)?
There are a number of practical steps a company can take when
seeking to optimise its customer experience.
1. Diagnose the 'as-is'
2. Set a realistic 'to-be' goal of where it
wants to be
3. Set out clear and actionable next steps to
implement its vision
Having set a clear goal for the customer experience, companies
need to prioritise what is required which includes:
The content of this article is intended to provide a general
guide to the subject matter. Specialist advice should be sought
about your specific circumstances.
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