Customer Experience and Loyalty within Asian companies has recently become a much more urgent priority. Asian service providers need to improve the level of service they offer their customers or risk losing them. Any organization can achieve nominal improvements to their customers’ experience, but it takes more than superficial changes to create long-term results and overall progression.
Digital and analytics are the new battlegrounds. To Asian firms they represent a tremendous opportunity to lower costs, attract and retain customers and deepen relationships. Asian companies can no longer differentiate purely on price – they must be seen to be offering good customer service to. Companies who are not able to connect with their customer via the best channel for them, risk losing customers and becoming outdated in the market.