By Benjamin Cher

In this day and age of the ever-complaining customer with a megaphone of social media, managing customer experience has become an imperative for brands.

Beyond that, there is a direct correlation with customer experience and revenue, and brands want satisfied customers who will buy more of their products and be an advocate, notes Bill McMurray, managing director, Asia Pacific and Japan, Qualtrics.

Customer experience management thus encompasses four vital statistics of customer experience, product experience, brand experience and employee experience, according to McMurray.

“Where employee experience is different is the measure of satisfaction of your employees, how engaged they are in helping make Read full story ›

Source: The Drum