So how do companies differentiate themselves from their competitors? First, they need to be sure that they are focusing on the entire customer experience?from the store windows, the store touch points, the website, the telephone, via social media or a magazine. That customer experience needs to be dramatically different (and better) at every touch-point, as each one is equally as important.
The key to building a solid customer experience foundation is through the employees of the organization – this includes every employee from the top down. Next, it is critical to allow for personalized service. Be careful when you try to formulate or standardize the service responses, as consumers will see right through them – and will resent the lack of genuineness.
Another sure-fire way to stand out is to deliver your brand promise through unique customer experiences – experiences that truly make the customer feel special.
These are just a few of the points outlined in a recent article I read called, “Creating Dramatically Different Customer Experiences” written by Shaun Smith, acclaimed author of “Managing the Customer Experience”. I recommend you read this article in its entirety, as it has some great insight on how to achieve remarkable results by taking a holistic view of the customer experience.
