Give customers a great experience and they’ll buy more, be more loyal and share their experience with friends. Great. That’s what every company strives for.
Yet, many consumers seem disappointed. Call it an experience disconnect: companies tout the latest technology or snappy design, but haven’t focused on—or invested in—the most meaningful aspects of customer experience.
What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And a human connection.