According to a study conducted by Accenture in 2013 the economic value of angry customers costs companies $5.9 Trillion. More than half of U.S. consumers (51%) switched the companies they do business with in 2012 due to poor experiences. The industries with the highest rate of fleeing customers: retailers, cable and satellite providers, and retail banks.

After years of playing not to lose against the uncertainty and volatility of the global recession,
this is the time to play to win. 

In their struggle to grow profitably companies have focused so intently on squeezing operational efficiencies out of their organizations, they have ignored opportunities to improve the customer experience to boost the top line. Customer experience must not be seen as the new trendy buzzword. It's an unprecedented and unrepeatable opportunity for every business on Earth to improve profitability and most importantly to increase relevance.

Learning to keep the customer at the heart of every strategic decision is the winning approach and it is going to become the new frontier of global competition and economic development.