An inability to connect with customers is a big part of the problem for companies that find themselves lost in the undifferentiated middle. In a PwC consumer survey, 73 percent of respondents said customer experience was an important determinant in their purchasing decisions. In fact, the survey revealed that consumers are willing to pay as much as a 16 percent price premium for a superior experience, and they are more likely to stay loyal to the brand that offers it.
Is your company focused on the aspects of customer experience that are the most meaningful? Do you know what makes for a great customer experience? Learn the formula for getting it right with these insights from PWC.Read the Report