Customer expectations have changed. We now live in an experience economy where every customer values and expects high-touch, high-quality experiences with brands. With the rise of the cloud and subscription models, customers no longer buy software once and maintain it forever; instead, they evaluate each vendor every year and decide whether they’re providing value. They crave a relationship with brands at every step, innovation, and regular product updates, and an outlet to share feedback on changes they’d like to see.
http://customerthink.com/how-to-win-and-keep-customers-for-the-long-term-5-tips-from-a-chief-customer-officer/
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