The recent storm over sharing of personal Facebook data demonstrates the importance of information protection and usage by businesses. The forthcoming General Data Protection Regulation (GDPR) is designed to increase safeguards around consumer data, backed up by large fines. How can brands ensure that their CX meets the GDPR?
Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.
In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media.