As technology advances and more and more products and services become commoditized, the only thing that separates one business from another is the customer experience.
Poor customer experience can easily destroy a business . . . If you don’t believe this, just ask United or American Airlines. One ugly incident can destroy the customer loyalty that has taken years to build!
Conversely, exceptional customer service can accelerate a business and its profitability to new heights!
What Experience Does Your Business Provide?
I recently switched things up and gave up my BMW car for the iconic F150 short box 4X4 pickup truck. Aside from the obvious complete change in driving performance and utility, I was taken back by the lack of customer experience offered by Ford in comparison to BMW. For example: