Customer Experience is Everything! Oh, really?

Not long ago many business claimed that the key to winning customers was in selling a superior product or a highly sought after service. But now, the prevailing wisdom says that "customer experience" is everything. It is the new battlefield for winning the hearts and loyalty of today's customer. Oh really?

Some of my younger friends tell me they don't need anything. They prefer experiences over gifts - you know products or things. They want to live life and experience all that it has to offer. Hmmm. I suppose that might be true for some...and perhaps what we are seeing is simply a generational gap. Or it may be that I’m simply talking to the more affluent among us…

…but let's wait and see what happens if supply lines collapse and basic parts, supplies or food are not available. My guess is customer experience will be become less of the rage and customers will really appreciate that short text message that tells them your product is in stock, on the shelf and available for pick up or ready to ship.

#smsmarketing #textmarketing #customerexperience