In today’s challenging economic environment, it is more important than ever to address the issues that matter most to your customers. Now is the time to pay close attention to their changing behaviors and react appropriately.
In fact, a new report from Forrester Research shows that customer experience is closely tied to customer loyalty, and that the correlation between the two has increased since last year.
Bruce Temkin, VP and principal analyst at Forrester pointed out that, “when times are good, consumers just continue on their merry way, but in this economic environment, every purchase they make, every service interaction they have is a large portion of what they care about. They’re more emotional about everything and, therefore, a bad experience resonates even more negatively.”
Without analytics and research, you miss out on valuable information which can make or break the relationship you have with your customers.
Once you understand the challenges facing your customers, you can offer real solutions to address these issues and make their lives easier. In return, you will foster brand loyalty and generate real results and ROI.
What do you think? How can focusing on customer’s real issues and problems help a brand’s business?