The story of a thieving taxi driver and an accommodating Uber driver help paint a picture as to why W3 Digital’s Mark Cameron believes that in the face of technological disruption, the best way for a business to stand out from its competition is to deliver an outstanding and integrated customer experience.
Browsing: customer experience
While virtual reality and other tech trinkets will attract all the attention this year, Element Digital founder Kevin Fitzsimons reckons customer experience should remain a priority to marketers looking to keep their customers satisfied.
Banks are increasingly cottoning onto the importance of the customer experience, and Westpac’s signature store at 79 Queen Street (which opened late last year) is a prime example.
It’s been seven years since we started Customer Experiences and two things became very clear to me back in 2003: one was that businesses struggled to find a competitive advantage in a market that was fast becoming “a world of sameness”, and two, the future success of a business was going to be very much tied to the quality and consistency of its customer experience.