Business Intelligence

Customer Acquisition And Retention: Using Customer Experience For Competitive Advantage In Uncertain Times

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Executive Summary

Accenture High Performance Business research has shown that the ability to deliver a customer experience consistently aligned around customer needs and intentions has a significant impact on a company's ability to create customer loyalty. In turn, loyal customers have a demonstrable impact on the top line, by buying more or buying more frequently and referring other customers to the company. In a time of economic uncertainty - when customer confidence is low and customer behavior increasingly difficult to predict - mastering this ability is more important than ever.

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