Going beyond CX:

How Understanding Customer Obsession Ensures Success.

Forrester research commissioned by Critizr.

The pandemic has marked a turning point for retailers. Everything has changed now: purchasing behaviour, expectations in terms of customer experience...

Customer Obsession is no longer a luxury, it is a long-term competitive strategy.  And it depends, in particular, on the ability to listen and react to the customer in real-time - a reality that is even more evident for customer-facing employees (79%).

So how do you differentiate yourself from the competition and succeed in the long term? There is only one answer: adopt a customer-obsessed approach business-wide! 

Download this report to: 

  • - Understand how to implement Customer-Obsession organisation-wide
  •  
  • - Know who must be engaged within the business to be truly customer-obsessed

- Understand the true benefits  and value of being Customer Obsessed

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This Opportunity Snapshot was commissioned by Critizr.

To create this profile, Forrester Consulting fielded custom survey questions asked of 261 respondents which included perspectives of both HQ and customer-facing workers. The custom survey began in February 2021 and was completed in May 2021.

 

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