Putting the right price on customer interactions

Consumers are willing to pay more for choice in their interactions, yet most companies remain perplexed about which ones their customers really want—and how much to charge for them. How can companies best engage with their customers to offer them new experiences, along with add-ons to existing products or services they have already paid for?
The quality of these interactions has become an article of faith in an age when consumers are pickier and have higher expectations than ever. Businesses have responded with “omnichannel” strategies to open new paths to them and have jumped at opportunities to launch mobile apps, video consultations, chat boxes, and the like. Read more…