In an uncertain economy, companies need to put customer experience even more squarely in their sights. The pandemic showed that customer expectations increase in tough times, and to their credit, many companies stepped up—a global survey of 1,000 C-level executives showed that 70% have a growing focus around digital CX practices.
CX expert Shep Hyken says that customers can become even more loyal in a downturn, but they’re also primed to leave at any given moment. Hyken spoke with Workflow about what it takes to keep them in the fold.
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