From the customer's point of view, most businesses are not providing a great customer journey. According to a new Forrester Research report, "Although improving the customer experience is a strategic priority at a full 73 percent of businesses surveyed, only 1 percent of companies currently deliver an excellent experience." With a 1 percent delivery rate, businesses really need to focus on improving the customer experience to be successful.
Improving the customer journey is the best way to increase your business. If your sales are down, or there is some other problem with your business, then increase your customer's experience. If your business isn't thriving, could this be the reason. According to Forester, "That’s a problem, because customer experience has become a more strategic imperative than ever." Make customer service your top priority, and you will see a turn around in your business. The customer is the most important thing about your business, and if you can please them, then your business will thrive.