By Tom Staniland. Metricell Commercial Director
Published On: Wednesday 31st May 2017
"Most CEM solutions fixate on what the customer is doing to the network... Metricell's approach is to look at what the network is doing to the customer." ~ Tom Staniland
The notion of "Customer Experience" is reasonably new as a confirmed business objective, but one which has always been vital to customer attraction, loyalty and, in a perfect world, advocacy. With the advent of social media and mobile, delivering a truly differentiating cross-channel customer experience has become increasingly complicated. Years ago, a billboard or advertisement could manage product promotion and image, while the experience with the product hopefully lived up to the promises from the business and helped create a lasting relationship with the customer.