The customer is always right. In this age of the customer, consumers have the power to shape brands at a fundamental level.
Brands fundamentally misunderstand what their customers want and consistently misjudge the actions customers are willing to take when confronted with an unpleasant brand interaction.
Brands that work to listen and respond to the needs and desires of their customers will thrive, while those that fail to truly understand their customers will struggle.
Read this Report from Forrester to explore how holistic digital customer engagement translates to good customer experiences.