Luxury Daily

Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. When today's consumer has questions about your product, it is no longer acceptable to wait for the answers -- they must be addressed in real time or the customer will turn to the next readily available and better option. How can your organization convert this impatient prospect into a customer and lay the groundwork for loyalty as we know it today? Our baker's dozen of customer experience trends for 2017 suggest a number of great starting points. The survey-driven Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES) each get at different pieces of the puzzle, but all of them oversimplify.