We recently released our annual Customer Experience Impact Report, and it is one more big reminder that consumer expectations continue to increase. The brands that are paying attention are winning big, and those that don’t are losing big.
It’s a global reality that RightNow and our clients are seeing every day-consumers have changed and they aren’t going back. They have more choices, even more friends, but less patience for bad experiences. At RightNow, we affectionately refer to this new breed of consumers as the “New Boss”… and we encourage everyone to get prepared for them today.
How does your New Boss want to engage with your business? Do you have the interaction options, the information, and the speed he requires? What will gain her loyalty for you, over your competition? How will you keep it?
So ask yourself, in the world of the New Boss, how have your customers changed? And what are you doing about it?
