Here’s what it take to deliver breakthrough customer experiences

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Seven minutes is all it takes for financial-technology start-up Kabbage to approve a small-business loan. That’s almost 5,000 times faster than the 20 days it takes a typical bank. It’s no wonder that customers’ experiences with technology companies have not only altered their behavior but also raised their expectations about how interactions with all businesses should work. As a survey conducted by Ipsos and LinkedIn found, some 67 percent of affluent millennials are open to using non-financial-services brands.

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Only half of online retailers have processes for measuring customer issues

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Only half of customer experience professionals have a plan in place for measuring results.

Retail has always been an industry with a high level of customer interaction; providing a satisfying shopping experience is integral to sales. And it is no different for ecommerce, particularly as consumers remain cautious and need incentives to spend.

 

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