In today’s digital age, the biggest differentiator for success is often the customer experience. Many customers are no longer loyal to a company based on brand image, product offerings or even price. In the end, how the consumer reflects on their interactions could be the biggest factor that influences whether they come back or not.
Companies are expected to offer a personalised service, via multiple channels, whenever and wherever customers want it. On top of this, there is constant pressure to deliver and one bad experience is enough to drive a customer away and into the arms of the competition.
With the stakes being this high, it’s no surprise that the issue of customer experience is now a major talking point in many boardrooms across the world. Senior decision makers are considering the various processes they can put in place to improve the quality of their customer service and how they can use that improved experience to turn customers into advocates.
Who is Purna Virji?
With over a decade in search, Purna is a regular keynote speaker at conferences across the globe such as MozCon and SMX Advanced and is a popular industry columnist.
An award-winning former journalist, Purna was the CEO of Purview Marketing prior to joining the Bing Ads team. In her spare time, she’s an avid traveller, aspiring top chef and amateur knitter.
Say hello @purnavirji.