By Ed Pierce, Fleet Industry Marketer
Customer experience (or CX, in marketing jargon), has gotten a lot of attention over the last few years, primarily among retail marketers. All it means is that a company has focused its people, processes and technology to deliver exceptional personalized experiences across all customer touch points.
The better a company understands, anticipates and consistently exceeds customer expectations, the more likely it is to win and keep business, improve market position, and drive profits.
As today’s B2B buyers are increasingly influenced by their consumer experiences and have begun to demand similar experiences in their professional lives, more businesses are elevating service as an important contributor to growth. They are investing in both traditional and digital capabilities to sustain—and monetize—customer engagement.