Author: Dheeraj Gowrie

Modern consumers are no longer satisfied with being “delighted” by good service, rather they expect instant results, full transparency, and absolute flexibility – all on their terms. And, if they don’t get what they want, they switch brands without hesitation. With the rise of Consumer Dictatorship, brands can no longer just look to improve customer experience (CX), but must build new models that embrace customer control. The pervasiveness of technology designed to enhance CX has erased differentiation between brands and customers have come to expect good experiences as the standard. In this world where brands that cling to traditional Customer…