Providing an effective customer experience is one of the best ways to get and retain more customers.  Effective customer service is of course a challenge too.

Forrester’s Maxie Schmidt-Subramanian has share three findings that can lead marketers towards offering a great customer experience.

On retaining customers, Maxie says, “Quick and simple functions are not enough to retain consumers — instead, they can weaken the quality of CX. Anjali also points to studies (Non-Forrester log in required) that found that ease does not necessarily breed product affinity like many assume. Instead, companies often misinterpret the positive emotions associated with “easy” experiences as a consumer enjoying the product or service”.

Read two more tips.

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