As business cycles accelerate, budgets tighten and clients expect more, it is difficult to lead an industry while also delivering a best-in-class customer experience. Yet, a high-quality customer experience that generates return business and loyalty is key to success.
When confronted with these pressures, IP law firm Knobbe Martens adjusted to a customer-first strategy and even hired a Chief Marketing Officer, which equipped them to thrive in the evolving business environment. In the white paper, “How customer experience drives competitive advantage,” Jeff Van Hoosear, Partner, Knobbe Martens, and Kerri Nelson, Chief Strategy Officer, Clarivate, discuss how CX strategies and tools such as Customer Journey
Mapping can provide deep insights for enhancements that lead companies to: