As a result of preference-based interactions, consumers are more willing to respond to communications and offers.
Marketers must deliver on the expectations of improved customer experiences with consistency across every channel and point of contact.
Make customer listening part of every functional area, not just marketing. And, be flexible about acting on what you learn from customers.
Be sure your policies and communications are in line with customer preferences… across every channel and every company department.
Establish a dedicated customer experience team to develop and execute an enterprise-wide plan to set customer experience standards and set milestones for adoption by every employee and department.