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“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customerexperience is the new marketing battleground.
The perception of quality will vary from customer to customer. The key is determining which factors your target customer base perceives as the most important. Remember that the customerexperience doesn't end when you make the sale. Marketing allows you to influence how non-customers perceive your company too.
Your favorite restaurant, an eCommerce site you frequently buy from, a hotel that you've visited several times, a professional vendor that your business relies on—if it's easy, fast, and enjoyable to engage with them, they've almost certainly put careful thought into their customerexperiences.
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