Great customer experiences are rare, and a real opportunity to create a competitive advantage.
Of the businesses surveyed, 80% said “we already give a great experience” or “our customers are satisfied”.
Shockingly when the customers of the same businesses were surveyed, only 8% agreed!
Don’t be one of the venerable 80% of businesses who are missing out on creating sustainable competitive advantage.
Why do you choose a particular business over another?
- Is it the product – are they the only ones that offers what you want? – chances are No
- Is it the price – are they the cheapest? – chances are No
- Is it the most convenient? – research says not
- Most likely it how they make you feel each time you visit them? – 9 times out of 10
Take a moment to think about this in your business – how are you and your staff, treating your customers.
- Do they like dealing with you or
- Are they spending their hard earned money with your competitors.
If you have just had a “aha” moment, a realisation of how or why – then contact us – we can help make a sustainable competitive advantage a reality.
#1 Customer Experience will become the major differentiator
In the news: According to Deloitte, 82% of brands perceive customer experience as a competitive differentiator. And this number is only rising.
By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience.
And by 2020, customer experience is expected to overtake both price and product when it comes to differentiating a brand.
My take: Customer experience is absolutely a powerful differentiator. However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing.
You’re not selling a product — products are commodities — you’re selling an experience. And because great customer experiences are rare, they can be real competitive advantages.