By Staff Writer on May 25, 2021 1:05PM Maintaining customers’ trust when things don’t go to plan. Customers are the lifeblood of any company. Customer experience has remained one of the most important determining factors of long-term customer loyalty, as well as a critical indicator of future success.
Throughout the pandemic, businesses around the world have experienced ongoing systemic disruption that has put a strain not only on internal processes, but ultimately on customer relationships as well. Under pressure to survive, adapt and grow amid challenging circumstances, many organisations have found it difficult to deliver on their brand promises to consumers.