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Ebook Beyond touch points

Customer Experience – Beyond Touch Points

Consumers’ expectations from brands they purchase and talk about are now higher than ever.

If we want to earn the right to a customer’s transaction, we need to delight them at every stage of their buying journey. The collective sum of these interactions (the marketing, speaking to a sales agent, the way our product arrives in their hands) refers to the customer experience (CX).

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59% of consumers reference “the experience” as being an important factor when deciding which brands or products to purchase.