When we recently started a project for a well-known, large international company, we were asked to find out how the digital customer journey nowadays differed from the non-digital one. Our client desired to know which customers and prospects embarked on an online decision path and which ones decided offline. They […]
Monthly Archives: January 2016
2 posts
The bad news is that disappointing customer service is not only bad for customers. It is also detrimental to the success of the company providing it. Some simple statistics on customer attrition illustrate this impressively. The good news is that great customer experiences do not only have a positive influence […]
