Customer Experience -The Key Enabler for Driving Loyalty

This whitepaper is brought to you courtesy of the relationship between APQC and its member Hewlett Packard-Global Business Services.

Today's challenging selling environment is undergoing dramatic changes due to the constant threat of competition from globalization and new technology-enabled shopping channels. Combine these factors with consumers' easy access to comparative information and the increasingly homogenous website shopping experience and it becomes difficult to sustain brand loyalty. This whitepaper discusses how organizations can create brand loyalty with their online customers and explore ways to measure the impact of consumer loyalty on revenue growth and Customer Lifetime Value.