How Organizational Knowledge Drives Engagement, Loyalty, and Revenue
Today, the average person has instant access to an immeasurable quantity of information. Smartphones and mobile devices put it all at one’s fingertips. It is part of an unprecedented shift that puts customers squarely in the driver’s seat.
As a result, the balance of power has decisively shifted from sellers to buyers—from products and services to the customers who consume them. Companies now face a simple but critical choice: prioritize the customer experience, or risk going by the wayside. The companies that thrive are those that obsess over proactively meeting customer demand for timely and effortless experiences.
This kind of customer focus requires a commitment to understanding and responding to customer needs at each stage of the journey. To make good on this promise, companies are relying on comprehensive strategies and solutions to do so, of which knowledge management is an increasingly critical component.