The global market has become a battle ground where brands fight to win consumers. From new entrants to established business houses and online giants, every organization is vying for a customer’s attention and his business. So, the consumer’s perception of a brand becomes vital to its survival, growth and success. Brand perception also translates into customer experience (CX).
But the modern consumer is well-informed. He doesn’t rely only on sporadic ads or isolated press releases in forming his opinion of a brand; he shrewdly draws his judgement from every single interaction with it. So, in modern times, managing customer experience is the new brand imperative.