In today’s world of options and choices, customer loyalty is fickle. Give them a better deal or service and customers will unapologetically switch brands. Retail and e-commerce companies are already designing strategies to improve loyalty. But are these strategies truly customer centric?
What really matters today is the overall experience that a brand extends to its customers. Can you personalize every single touch point for a customer? Can you capture their moments of truth and delight them? Can you reduce their effort in engaging with your brand? The focus needs to move from interactions to the bigger picture of experience.