Customer Experience Means Different Things to Different People
Recently Ginger Conlon moderated a webcast with some of our Customer Champions. They discussed strategic initiatives designed to improve the customer experience. As always, when you think of the customer experience, companies like Southwest, Best Buy and Ritz Carlton come to mind. But the definition of a customer experience differs from company to company, and even from customer to customer.
It's important to know what kind of customer experience your customers actually want -- do they want cheap prices, quick service, or engaged employees? And more importantly, there's no one-size-fits all customer, so there may be different experiences for different people. Companies like the ones mentioned above get kudos for delivering an experience to each individual. What companies do you think deliver good customer experiences, and why?
