96% of businesses say customer experience is important, but only 37% are measuring it (Forbes Business Council)

CUSTOMER EXPERIENCE

87% of consumers said they are willing to spend more money on brands that offer a positive customer experience. This is according to KPMG's 2023 Customer Advisory survey. The same study also showed that 73% of customers said one negative experience is enough for them to stop supporting a business and look for other competing brands.

While there is no single formula for business success, providing a positive customer experience is definitely a factor.

Need help creating a customer experience strategy?

Here are 4 key questions to ask yourself according to Forbes Business Council:

1️⃣ How do data and measurement guide my decision-making?

2️⃣ How well do I know my audience?

3️⃣ Do I have a well-documented framework that prioritizes customer experience?

4️⃣ How am I documenting customer experience and its impact on my business?

🔑 The takeaway: Clients today are seeking more than just transactional interactions - they want meaningful connections. Having a data-driven CX strategy that’s integrated into all processes of your business is important.

THE HEADLINES
In this week’s edition of In the Loop, we put the spotlight on the customer experience strategy

🇺🇸 How to earn the trust of Japanese businesses: A playbook from a NY law firm

🇸🇬 Customer service: To automate or not to automate?

🇰🇭 The secret to winning Japanese clients: Lessons from Cambodia's top law firm

FEATURE STORY
How to earn the trust of Japanese businesses: A playbook from a NY law firm

🇺🇸 NEW YORK, NY — Epstein Becker & Green (EBG), a law firm with offices in New York and other major business centers across the United States, has nurtured a deeply loyal Japanese clientele in the country thanks to its commitment to understanding differences in business culture and delivering the desired results.

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CUSTOMER SERVICE & AUTOMATION
Customer service: To automate or not to automate?

🇸🇬 SINGAPORE, SG — Humans crave interaction. The quality of interaction often determines the depth of engagement and the prospects of any relationship. In business, all undertakings, both indirect and direct, are viewed as opportunities to interact with customers and clients.

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FEATURE STORY
The secret to winning Japanese clients: Lessons from Cambodia's top law firm

🇰🇭 PHNOM PENH, KH — Davies SM Attorney At Law (DSM) has stood out among the competition for providing quality legal services to multinationals, government agencies, and foreign investors. In an interview with GMI POST, Managing Partner Sovicheany Pheng outlines three ways the firm has attracted and retained Japanese clients.

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MORE FROM GMI POST
Canada Business Report 2024: Building a Partnership for the Future

🇨🇦 Rooted in shared values and mutual interests, the relationship between Canada and its next-door neighbor, the United States, has grown beyond the economic and political spheres.

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