Customer experience should be continually improved as part of an organization's culture, it has been claimed.
Businesses have been told to focus on getting the shopping experience right in order to drive loyalty and sales, ChangeBoard.com reported.
The news provider added that organizations should look to continually evolve their services in order to stay ahead of the competition.
"Competitors will always copy value adding services and what is innovative one day is the norm the next," the article explained.
Indeed, investing in improving customer experience can help companies to make it out of the recent global economic downturn.
"Many industries have cut costs by reducing service hours and resources, thus having a negative impact on customer access, availability and quality," it said.
The companies emerging from the recession in the best health tend to be the ones that took the opposite approach, with innovation and customer engagement leading to further investment in their brand and their people.
Posted by Rachel Wheeler