Business Communication In The Customer Experience Era [Forbes]
Zendesk, Inc. (ZEN)
Last zendesk, inc. earnings: 4/30 04:16 pm
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Source: Forbes
Photo:Getty"When a customer enters my store, forget me. He is king."When sales and marketing pioneer John Wanamaker made the famous statement above, he was ahead of his time. Those words turned out to be a prophecy, meant to be fulfilled a century after the businessman's death.Wanamaker died in 1922, and today in 2020, the imperative for businesses to place their customers at the center of operations has never been stronger. The way a company makes customers feel is just as important as what it offers, if not more important. Developing a solid customer experience strategy has become crucial to both gaining and retaining customers.In a saturated market, the experience often trumps the product.The Age Of The CustomerAccording to a Zendesk study,87% of American respondentsresearchIncCustomers desire to feel appreciated. When companies fail to deliver that experience, customers often choose to switch brands. The most painful thing about this is that it can take up to12 positive experience
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