“Amazon fundamentally changed the way that people interact and expect to interact with all online providers… When you have a company that sets the new bar on expectations, it sets the bar for every company.”
– Gina Pingitore, J.D. Power’s Chief Research Officer, The Customer Experience Revolution
Consumers are no longer comparing companies by markets. They are measuring their experiences across industries and markets and they are asking themselves “Why can’t the payment device at the grocery store be as easy to use as my iPhone” or “Why is it easier to order a book on Amazon.com then picking up my prescription at the pharmacy?”
Leading Experience Makers are not just changing lives is their markets but creating experiences that are becoming the measure for everyone else – regardless of marketplace.