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Creating Customer Experience (Part 1)
Much has been written today about creating an 'experience' for customers. Since Pine and Gilmore (1999) wrote the book The Experience Economy the bar has been set higher for business organizations to create more than a business transaction. Now we need to create memorable 'moments of contact' that leave a lasting impression with the customer to hopefully build some loyalty.
It’s a challenge for the entrepreneur to create an experience. With new experiential benchmarks becoming the norm and competition growing in every industry, companies who seriously look for competitive advantage need to consider where this concept can take them.
Every business today has to operate in a highly competitive marketplace. In order to be heard above the competition and capture a piece of the customer's mind, entrepreneurs should seriously review each 'moment of contact' with the customer to ensure they are delivering the exceptional rather than …
[ Read More ] • [ 4 Comments ] • [ Filed under The Serial Entrepreneur ] • [ 10/27/09 ]
