Customer Experience Leaders vs Laggards?
When you’re shopping for a product or service, how often is price the only differentiator you consider between competing brands? The answer is likely rarely, if ever. This mindset represents a radical evolution in the shopping habits of consumers. Not so long ago it was common for price to be the primary differentiator for many products and services. Gas is a penny per gallon less at this service station than the one down the street? That’s where you go get your gas. This grocery store offers slightly better prices than the one across town? That’s where you do your shopping…
Consumers have grown considerably more sophisticated, considering far more than just price in evaluating brands competing in the same market. The customer experience (CX) brands provide has evolved to become the most important differentiator.
This article originally appeared in CMS Wire.
Read the full text of the article about customer experience leaders and purchasing decisions here.
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