Customer Experience Audit: 6-Step Process to Improve Retention, Increase Sales and Acquire Customers

By Ron Welty, Founder & Chief Client Officer In a competitive marketplace with virtually unlimited options, customer experience has become more important than ever before. According to Walker, it’s overtaken price and product as the key brand differentiator, with 62 percent of companies currently investing to meet the changing needs of their customers. With more brands adopting this customer-centric mentality, it’s important to continuously seek to understand, evaluate, and improve...

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