Back in the day, companies would bring around investors and then look at customers. Now that has shifted, so as to attract more investors, companies need to have a good reputation.
So, to add value to your company, you have no choice but to help provide excellent customer service that will enhance customer experience!
⦿ Keep tabs on social media. What are people talking about your company online, and how much of it is positive?
⦿ Personalize and customize services to provide unique customers' experiences.
⦿ Help keep digital touchpoints (smartphones, Kiosks, websites) consistent. Any inconsistency might result in a bad customer experience.
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Reference: The Ten Principles Behind Great Customer Experiences by Matt Watkinson Edinburgh Gate, Harlow. 2013.