- Your customers use digital services every minute of their waking lives
- Increasingly, our digital experiences shape our expectations of what’s possible, and those expectations shape perceptions of value
- Fail to deliver against a customer’s expectations and you fail to deliver maximum value
- Over time, consistently delivering experiences below expectations leads to customers moving to competing products and services
- Check out the full report from Forrester Research Digitizing Your Business Strategy – Creating Value For Customers In The Digital Age.
Whatever the new normal becomes, small-business owners will be at the forefront of...