“Experience shows in the age of the digital customer, the balance of power has shifted.”
“In this new world, the customer experience is the competitive battleground upon which relevance and long term viability will be determined”
Before we talk about technology… let’s follow Steve Job’s advice: “You’ve got to start with the customer experience and work back toward the technology – not the other way around”.
The article discusses 4 distinct quallities customers value and which companies should focus on to improve their customers experience.
“I have to admit, this is shockingly simple, no secret wisdom. What is even more shocking, though, is this: most companies get it wrong. And in the age of the digital customer, these simple qualities have become more critical than ever.” Dr. Volker G. Hildebrand, SAP
See on www.forbes.com