As technology has continued to transform and reinvent the consumer and business-to-business markets, the phrase “the customer is always right” has gradually changed from a respectable business mantra into an increasingly powerful truth.
The power of customer experience is growing. And organisations that ignore this truth do so at their own peril. Thanks to the advent of digital, the old dynamics of customer acquisition have been well and truly turned on their head.
The modern consumer is the one in control, and they are more demanding than ever. They want resolutions achieved instantly, and they want them achieved their way.
