As the marketplace becomes increasingly crowded with
products, it is becoming more difficult for companies to stand out amidst the
noise. In the past, product packaging and messai8ng was the most important way
to stand out from competitors. Today, these elements are still critical, but in
addition, you need to offer the customer a special 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. The customer experience should be a
reflection of everything that makes up your brand – not just the products or
services, but its attitudes, values and key differentiation. This means that
every time a company and a customer interact, the customer learns something
about the company that will either strengthen or weaken the future relationship
- and with that - the customer's desire to return, spend more and recommend.
Here is an infographic produced by Nunwood that shows just how important customer
experience is to a growing business:
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