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Speed is of the essence in customerexperience. If a company is highly hierarchical and controlling, employees will often be blocked from delivering a great customerexperience. When the pandemic hit us, they tried to improve the customerexperience by making shopping a lot safer for those who needed that the most.
Hopper might see that a customer is looking at flights to Hawaii. But if flights to Hawaii are looking pricey, it might recommend Miami instead, to help meet that customer’s need at a better price. It cuts out the need for customers to go through dozens of pages of products to find the brands and products they want.
Customers are online more than ever, with customer service taking center stage. Half of customers say customerexperience is more important to them now compared to a year ago, according to our research , and 77 percent report being more loyal to a company that offers a positive customerexperience if they have an issue.
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