On Customer Experience
There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Apple, Virgin, Starbucks, and Disney.
The difference today is that empowered consumers (B2C) and buyers (B2B) are demanding more. Not just in lower price, but in better service as well. According to a 2010 American Express study, Americans are willing to spend 9% more with companies that provide excellent service. The same study shoed that 91% of customers believe that customer service is important, but only 24% actually feel they get the service they deserve. It’s no wonder that brands with better customer experiences are outperforming their competitors.
Top results from Mike Wittenstein
Every business offers its customers an experience. How’s yours?
On Customer ExperienceTop results from Customer Service
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