Customers today are king. They are demanding and expect excellence at every point of their sales journey with your business, online and offline. With a mobile in every pocket, you better believe that poor customer service will spread like wild fire across every digital touch point you can imagine. The pressure is on businesses to create powerful customer experiences at every touchpoint. The businesses of tomorrow will create teams who are unapologetically customer-centric in their decisions and actions. Studies show that customer experience will overtake price and product as the key brand differentiator by 2020. Organisations will need to implement significant business model changes to improve customer experience. For every negative experience, it takes 12 good experiences to make up the damage. How? Well before you answer that, understand the who. Meet the customers of today Customers are more connected than ever before. They really hold the key to the success or failure of...