Too few companies are even managing their customer experiences. Customers are having experiences with their brand, message, and business – but they are not listening.
A few companies understand the importance of purposely determining, developing and delivering a great experience for their customers. They also understand that this is a continuous process that requires dedication.
Markets change, technology change and peoples’ needs and desires change. To consistently deliver a great experience for your customers, you need to understand your changing market, technology and customers’ desires. You need to continuously monitor your market and technology and consistently communicate with your customers about what they like and don’t like and what they want next.
Companies that consistently deliver a great customer experience know this is a journey and not a destination.