Strativity Says........

There's a firm (named Strativity Group) and they work extensively on “the customer experience.” Their President, Lior Arussy, has made some new points to ponder. According to him most of the critical issues involved in “the customer experience” haven’t changed because of the recession. Some of his observations include:

Commoditization. Core products and services were perceived as
commodities, forcing organizations to seek new ways to innovate
their value proposition and to differentiate themselves.

Heightened Competition. Competitors were catching up and you
need to move the needle to even be in the game, let alone have a
hope of winning.

Customer Impatience. Customers demanded more for their money.
They made sure you earned every dollar through greater value.

Holistic Problem-Solving. Realizing that customers face challenges
that existing products and services could never satisfy, we expanded
to address those needs.

Value Awareness. Customers refused to be taken for granted and
perpetually demanded to receive fresh value.

Personalization. Customers wanted a solution that fits their needs
and often refuse to conform themselves to the company’s product
or business model.

One major thing that has changed ------“In the past, customer experience was a positive differentiator ── used as a means to command premium prices, generate long-term loyalty, and drive growth. Today, customer experience is no more than a value defender ── a way to retain customers, reduce churn, and control customer attrition.”
It’s becoming a condition of sale and less of a motive of sale.