Not too long ago, consumers had to drive to a retail store to purchase what they wanted. Customer experience (CX) had a different meaning. The launch of digital apps and websites significantly changed our lives offering more convenience, time savings, expanded product choices, and easier access to offers and promotions. Though there are a lot of advantages to digital shopping, it’s harder for companies to differentiate their brands. Easy ordering and on-time delivery are customary. Free shipping and simple return processes are the norms. When it does not go as expected, then customers get irate, and satisfaction scores decline. So then…. Continue Reading →
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