If you don't offer great customer experience, your main competitors will take away 50% of your business. Period.

If you're looking to build trust with your customers, the best way to do so is with video marketing. The statistics back this up: 90 percent of customers say video helps them make buying decisions, 64 percent say they're more likely to buy after seeing a video, and video marketers get 66 percent more qualified leads per year. However, you can't capitalize on these benefits if you don't know how to get started with video marketing.

How organisations can drive growth in the Customer Economy

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

Why do some brands make us feel good, while others frustrate us? What makes us engage with certain brands, rebuy the same products, return to the same store or revisit the same destination over and over again? Is there a framework underlying how past and lived shopping experiences can affect our future experiences, our buying decisions, and our brand loyalty?

Creating Authentic Customer Connections in a High-Tech World