There are many factors that influence customer experiences. In order to achieve memorable experiences that reflect your brand values and business objectives, you need to understand where you sit within the market and the expectations your customers and future customers have of your brand. By understanding your market it is easier to build a vision of where you want to be in the upcoming year.
Simon Fraser, VP of Customer Experience Strategy walks us through the steps you can take to create a differentiated customer experience and shares examples of how Primark, Foot Locker and Tesco are all using customer feedback data to understand their customers and take action to deliver on their brand promise.