Question
What is a key strategy for improving customer experience? a. Decreasing the number of customer touchpoints b. Personalizing customer interactions based on data and insights c. Focusing only on price competition d. Avoiding the use of digital channels
Answer
4.7
(255 Votes)
Henrietta
Master · Tutor for 5 years
Answer
b
Explanation
When improving customer experience, it is critical to personalize customer interactions based on data and insights. For instance, companies can collect data to understand what customers might like, effectively forecast future preferences, and enhance the level of service offered to their customers. This approach allows businesses to make dependable, informed decisions about returning customers' wishes, anticipate their needs accurately, and deliver them in an appropriate manner. The remaining alternatives, although not entirely incorrect, are not mainly effective. Decreasing the number of customer touchpoints reduces the channels through which customers can voice their concerns or needs, pricing isn't the only factor influencing customer decision making, and completely avoiding digital channels can severely hamper a company's reach, particularly in today's digital-oriented market.