Reasons NOT to Focus on Customer Experience: A Comprehensive Guide

Customer experience - the battleground for brand loyalty.

 

In a world of abundant, and sometimes overwhelming, choices, customers are empowered to select or ignore brands. And that brand is strongly defined by the customer experience - a person's perception of and sentiment toward a brand.

 

Aware that experience trumps price and product, top-performing companies take customer experience to heart by having a strategic, customer-centric journey with a seamless experience.

 

Keeping pace with rapidly changing expectations is essential to the success of your business, and it pays dividends to heed Albert Einstein's words, "The problems that exist in the world today cannot be solved by the level of thinking that created them."

 

Rather than expanding upon these concepts, this book's mission is to provoke thought by providing questions to grapple with. If you don't already know, most of this book will be blank because there are no legitimate reasons not to focus on the customer experience.

 

I invite you to use this resource not only as a conversation starter but also as a functional notebook. And I'd love to hear from you about the conversations and reactions this book ignites.