Whether it’s an e-commerce giant like Amazon or the local shoe repair shop, great customer experience (CX) is a key factor that differentiates a business from its competitors.
Consumers are programmed to expect the best service from companies. When a local shoe repair shop promises to have the shoes ready on Friday and delivers a day early, satisfied customers will remain loyal to that shop even if another one is located nearby or offers a cheaper price.
Businesses need to create amazing experiences…or die
Improving CX was the primary theme of the recent AWS Contact Center Day event. During one of the six sessions for the half-day event, host Shep Hyken, a customer service and experience expert, provided a couple of interesting data points from the recent