Today’s customer understands they now have power. They now
expect more than just a product or a service from you. They expect a
relationship that is on equal term and they expect to be at the center of your
world. And your company needs to put them there.
As the marketplace becomes more crowded with products and
services, it is becoming much more difficult for companies to stand out amidst
the clutter. In the past, how you packaged your product was extremely
important, as well as the messaging around it. These elements are still
critical, but now you also need to offer the customer a positive, unique
experience.
The customer experience is a blend of a company's physical
performance and the emotions evoked, intuitively measured against customer
expectations across all touch-points. This means that every time a company and
a customer interact, the customer learns something about the company that will strengthen
or weaken the future relationship - and with that - the customer's desire to
return, spend and recommend.
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