UBM: TECH DIGITAL RESOURCE LIBRARY

Addressing changing customer behavior

by IBM

Nov 09, 2013

Download The commerce landscape has changed drastically in the last 10 years, and since the Internet gave birth to the likes of e-commerce sites and social media, customers now more than ever expect businesses to go the extra mile to maintain their custom. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially as each individual customer faces a deluge of different struggles in a multitude of different platforms. But understanding customers is half the battle. In the latest IBM Tealeaf and Econsultancy 2013 "Reducing Customer Struggle" report, 44% of businesses said they had a good or excellent understanding of the overall customer experience.


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