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The journey of a customer with a brand consists of various interactions and emotions that shape their customer experience (CX). Over time, CX has undergone significant changes as customers have developed different needs, wants, and habits. In the past, CX was mostly about providing good products and services and ensuring basic support and satisfaction. Today, CX is much more sophisticated and diverse as customers expect tailored, smooth, and captivating experiences across various channels and touchpoints. Brands that want to thrive in the competitive and digital marketplace need to adopt a customer-focused approach and strategy and use data, technology, and innovation to create remarkable and valuable CX.
Imagine walking in your customer's shoes. Every tap, click, conversation, and smile shapes how they feel about your brand. This book shows how customer expectations have changed from just getting good service to wanting smooth, exciting experiences everywhere they interact with you. It's your guide to creating those amazing moments that make your brand stand out!
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