Summary
Expect customers to talk about their experience with you, good or bad.
Give customer service teams the experiences and knowledge that enable them to understand the customer experience.
Follow up on customers’ purchases with further great experiences to stand out.
Customers often ask about the same product details, offering firms an opportunity to answer those questions proactively.
Customers will often speak to representatives before purchasing, blurring the lines between service and sales.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).