Customer Experience Question:
Tell me how would you determine how much should spend to improve customer experience?
Answer:
If, through competitive analysis and surveys of customers, it is clear that your customer experience lags behind your competitors then improving customer experience should be considered part of the cost of doing business. Customers can research you and your competitors much more easily now through the web and social media. The holes in your experience will be revealed, causing negative emotion and an exodus to competitors.
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