Could it be that now, finally, the customer really is king?

The customer is king is a saying that goes back to the days when customer service was called ‘complaints’ and the interaction was one way. As Rachael Barger, President of SAP in Asia Pacific said at the ‘Forward Together’ “during challenging times is when customer loyalty is paramount. A recent survey by Zendesk showed that the best performing startups have a customer experience strategy from the very beginning. COVID-19 has also brought about a significant change in brand perception and this will last beyond the end of the crisis. It has taken a long time for this enormous change to happen and it took a global crisis to get it fully embedded but it does seem as if, finally, the customer really is king.

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