We're In The Age Of Customer Divisibility: Why It Is More Productive And Profitable To Market By Micro-Segments And Targeted Personas
While a few smart, innovative companies around the world are making dramatic strides in building customer value, keeping desired customers, and generating lots of money and profits, CX seems to be pretty much treading water, both as a concept and in applications for enhancing communications and relationships with customers. General estimates are that 60% to 80%+ of CX programs fail to meet objectives. Too many companies, executives, and managers have gotten burned out and disappointed with CX due to misunderstanding and misapplying techniques thought to be personalized and relationship-focuse...
Source: customerthink.com