In 1997, as Apple struggled to survive, Steve Jobs answered a critical question with a generally insightful answer. “One of the things I've always found is to Latest Mailing Database start with the customer experience… What incredible benefits can we offer to the customer? Today, many studies echo this sentiment: a recent Forrester report found that brands with superior customer experiences generate 5.7 times more revenue than their competitors. And a recent Deloitte study found that two-thirds of customers will switch brands entirely because of a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their entire customer journey, from acquisition to onboarding and support.
Simply fixing something that is broken will no longer cut it. Today's customers expect a more human experience from businesses to meet their needs with speed and ease. According to Nate Brown , companies that move from reactive customer service to Latest Mailing Database a more holistic and proactive customer experience (CX) approach will be the ones that will ultimately survive and thrive. As Chief Experience Officer at Official Labs and co-founder of CX Accelerator , a virtual community for customer experience professionals, Nate has over a decade of experience helping business leaders and employees to create powerful end-to-end customer journeys.
As he says: "We need to understand what the definition of customer success really looks like and understand it so well that we can anticipate it and get them there" In the latest episode of our Scale series , Intercom's Dee Reddy sat down with Nate to learn how to Latest Mailing Database listen to the voice of the customer and how a holistic approach to customer experience can be the ultimate brand differentiator. Meet Scale , Intercom's podcast series about growing business through customer relationships. If you like the conversation and don't want to miss the next episodes, just hit subscribe on iTunes , stream on Spotify , or grab the RSS feed in your reader of choice.