Competitive product quality and price aren’t enough anymore. CX has emerged as a differentiator, largely thanks to e-commerce giants like Amazon that make it easy to browse and compare millions of product prices all in one place. Extend hospitality like Apple. If customers who already love your brand can leave after a single bad experience, imagine the costs of making a poor first impression. The hospitality paradigm is important across all industries. Make your brand accessible like Hulu. And if you can’t get feedback, how will you maintain and improve your brand’s CX? Even as Hulu has become a content delivery powerhouse, the company stays laser-focused on customer service. Personalize recommendations like Amazon and Netflix. According to a study by KPMG, personalization is the most important of six CX components.
Customers have nearly limitless choices. How you treat them is more important than marginal differences in price.
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Competitive product quality and price aren’t enough anymore. There’s no mistaking the fact that customer experience (CX) is a focus as a brand differentiator. According to a worldwide survey by Salesforce, 79 percent of consumers prioritize CX just as highly as products or services when doing business with a company. If that isn’t enough, according to 67 percent of respondents, their expectations are the highest they’ve ever been.
CX has emerged as a differentiator, largely thanks to e-commerce giants like Amazon that make it easy to browse and compare millions of product prices all in one place. Combined with globalization and the broadened reach of manufacturing and supply chains, the result is that high-quality products and decent pricing are no longer enough to get a brand noticed. Instead, the companies that rise to the top are the ones that deliver a superlative CX.
Many executives worry about incurring unsustainable costs in their efforts to drive customer loyalty, but delivering a top-notch experience doesn’t have to mean breaking the bank. Even if you don’t have the budget of these big names, you can still follow their lead to improve your customer experience.
1. Extend hospitality like Apple.
Just one negative experience is enough to send 17 percent of formerly loyal customers looking elsewhere. If customers who already love your brand can leave after…