Forbes Technology Council: Three Questions that Guide Memorable Customer Experiences

By Peter Ord
Feb 4, 2021

“In the fast-paced (and famously fickle) B2C digital space, ‘I’ll get back to you on that’ may just cost you a sale. Today’s consumers expect a lot from the market space, and innovations in online marketing are raising the bar for creating responsive buying experiences.

Studies show that e-commerce accounts for close to 11%-16% of all retail sales in the U.S. But an important thing to note is that brands develop loyalty not merely for their product but also for how easy it is to order the product.

When customers shop on Nike.com, for example, they love how easy it is to navigate the site. Once they hit ‘purchase,’ they receive status updates that keep them involved until the product or service arrives. Nike relies on third-party vendors to ensure the buyer’s experience is a seamless, positive one. Now, those expectations have carried over to B2B relationships, particularly with client implementation and onboarding management in the SaaS industry.”

Read the full article here.

Read more GuideCX news articles here.

Peter Ord

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