Forrester VP and Practice Leader Moira Dorsey and customer experience expert and author Kerry Bodine explain that we’ve entered the “Age of Customer Experience.” Unlike years past, companies need to focus on their customers more than any other part of their business to succeed.

They share how companies like USAA, Apple, and Southwest Airlines save money by making the customer the center of their decision-making processes. Kerry and Moira explain why companies that create great customer experiences:

  • Have better customer loyalty
  • Spend less on marketing
  • Make customer service more efficient

But it’s not enough to just say your all about your customers — it’s about developing a business plan to make it happen. In this slide deck, Kerry and Moira describe how to get started.

Learn more from their slide presentation below.

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