In the current era of the ‘Experience Economy’ – the idea is that the value of the experience in dealing with a business goes way beyond their products and indeed pricing and into the total experience.
As society reopens, experiences will not only continue to play a vital part in business, it will be the main reason why consumers, visitors, clients, etc decide to buy and return.
The Customer Experience covers the entire journey and then some more. Creating better experiences will continue to be the battleground for a share of the competitive market. This is relevant in all sectors and is as important in engineering as it is in retail.
The great challenge however is that our focus on skills, training, education and development is not matching the importance of creating better experiences.
To find out more about how we can help you gain more control of the consumer battleground, contact us here today.
Written by Charlie Boyle, CEO of CXEI.