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Customer Satisfaction through Multiple Touchpoints

While consumers have become much more discerning around price price is not the only factor in their purchase decision. More and more customers are willing to pay more for a better customer experience.

By Susanna Gotsch | Updated on January 06, 2015

Market Conditions Drive Change in Consumer Expectations

Economic growth in the U.S. continues to expand, but at a rate that is lower than pre-recession.[i]  Consumers and businesses continue to focus on reducing expenses and stretching their dollars further.  Consumers now spend more time than ever before researching their options before they make any type of purchase.  What’s interesting however is that while consumers have become much more discerning around price – price is not the only factor in their purchase decision.  More and more customers are willing to pay more for a better customer experience.

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