When was the last time you walked into a car dealership only to be haggled by a pushy salesman and tons of paperwork? Or called a customer support number only to be put on hold, transferred, and finally greeted with a scripted response?
Believe it or not, customer experience has become as important as the product itself. In the 21st century, customers don’t want to be served - they want to be delighted by the overall experience. Creating a positive customer experience is imperative to survive and meet rising expectations.