According to Business Week, customer experience is one of today's great frontiers of innovation.
Here's why:
- Raving Fans- Superior customer experiences are still so novel that once we encounter one we tend to talk about it to others.
- Loyalty - A stable revenue base of existing customers makes it much easier to increase both the top and bottom lines.
- Premium Pricing - Customers will gladly pay more for an experience that is not only functionally but emotionally rewarding.
- Differentiation - ... Sustained positive customer experience reduces the possibility of churn afterwards.
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