No Customer Experience,
What is the single most important opportunity that your business has available in 2018? It’s the experience that your customer has when doing business with you. If your customers experience isn’t a good one and better than your competition, you can forget your brand. After all, why should she come back if she has a bad experience. She can do better elsewhere. There are many reports out today that say that customer experience will overtake price and product as the key differentiator by 2020. That’s less than two years away and for many companies, that prediction has already come to pass.
So, what is customer experience? It’s everything your business does that has an impact on how the customer feels after her experience with you. It includes all touchpoints that are involved during contact with the customer, as well as those that have no impact…
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