While it used to be enough to compete solely on price, today’s consumer demands more. The heightened expectations of the customer have created a business landscape where experience often trumps cost, and product differentiation is tied more closely to innovation and decreased customer effort.
So, how are companies reshaping their customer experience and how are
they not only meeting, but exceeding their expectations?
The most innovative companies today are surprisingly quick to leverage new
technologies to make online buying and servicing more customer-centric
and, in doing so, are able to stand apart from their competition. While adding
technologies like live chat to their websites was a positive step in the right
direction, chat as a channel is becoming the norm. CoBrowsing, on the other
hand, provides new life to chat (Chat 2.0), creating the high-touch, deep level
of engagement needed to truly stand out. Guiding a customer through an
application, or digitally walking them through account changes with
CoBrowsing creates a lasting impression at critical moments of the