Few subjects, at least in conversation, attract more attention than customer experience – and with good reason. Consider these research findings – 77% of customers report loyalty to a brand that offers a good customer experience – 75% of customers are willing to spend more to buy from a brand offering a good customer experience – […]

  Few subjects, at least in conversation, attract more attention than customer experience – and with good reason. Consider these research findings – 77% of customers report loyalty to a brand that offers a good customer experience – 75% of customers are willing to spend more to buy from a brand offering a good customer experience – 80% of customers say they will go to a competitor after just one bad experience. ‘Customer experience is the customer’s perceptions and feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.’ Gartner. While incorporating customer service, customer experience involves so much more. It involves every aspect of the experience of making a purchase. So, what is an ‘exceptional customer experience’? An exceptional customer experience exceeds the expectations of the customer. What does an exceptional customer experience look like? While it always includes excellent service – an excellent customer experience…