Customer Experience Question:
Tell me how much your products and services factor in customer experience?
Answer:
Less and less, unfortunately. You know the drill, product cycles are getting shorter and automation and globalization have made it much easier for competitors to crank out "good enough" substitutes.
But even for highly complex products and for services, the quality of the customer experience often matters more. Research has found that in some cases, customers would rather buy an inferior (though good enough) product that comes with a superior relationship than a better product that does not.
But even for highly complex products and for services, the quality of the customer experience often matters more. Research has found that in some cases, customers would rather buy an inferior (though good enough) product that comes with a superior relationship than a better product that does not.
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