Customer Experience is constantly developing.
That’s why we have to keep developing and improving, too.
When looking at the results of our in-house research on the buying journeys of +650 different high-tech companies worldwide, we can actually see CX developing and adapting in real-time. That’s why every year, we add new elements to our Secret Shopper methodology to help our clients improve their Buying Journey.
Over the years, we have added Social Selling vs. Social Media, Solution Development to look at how companies are constructing their offers for greatest profitability, and, based on best practice, improved the full proposal delivery, content, and follow-up process.
Many companies, however, still have a long way to go to truly understand their buyers’ needs. Often, they just don’t know where to start or even know it is happening. Fact is, too many customers and prospects are leaving the buying journey (on average 76% of shopping experiences) because of a poor Buying experience.
That’s why it’s extremely important to keep evolving your Customer experience.
Have you checked your buying journey lately?