Frictionless Customer Experience: War Stories

Radiocasts | July 2, 2014 by Bonnie D. Graham

Today’s buzz: Customer experience.

Is technology the magic bullet to help you give customers everything they could possibly want and more – and thus ensure their loyalty?

Not quite.

Technology can indeed give you the real-time insights to be relevant, respond with agility and speed, connect collaboratively, transact efficiently, and more.

But a perfectly seamless, frictionless customer experience still can be elusive.

The experts speak.

Don Peppers, Peppers & Rogers Group: “Statistics show that customer loyalty is not well correlated with customer satisfaction. But customer disloyalty IS highly correlated with customer dissatisfaction.”

Anthony Leaper, SAP: “Many companies believe technology is the only lubricant needed to enable a frictionless customer experience. The individual characteristics needed to deliver a frictionless experience are never consistent. So, is its successful delivery to a customer simply guesswork or luck?”

Join us for The Frictionless Customer Experience: War Stories from the Trenches.

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