Customer Experience is the Ultimate Differentiator


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An Interview with Francois Gossieaux of Beeline Labs

I had the opportunity to catch up with Francois last month at the NewComm Forum in San Mateo, CA. I interviewed Francois for a video segment called MENG: 5 questions with an Expert. At the end of our discussion I asked about a recent post he wrote on the importance of customer experience. Here are the couple minutes where we discussed cx as differentiator:

Here is a highlight from Francois’ blog post:

“The reason why exceptional service is the new competitive differentiator is not just because it’s easier for competitors to catch up product-wise, but because the news about exceptional service travels fast in the networks that matter – peer and friend networks where the buying decisions are increasingly being made. When people recommend products to friends, colleagues, and acquaintances, they do not focus on the features, functions and benefits the way many marketers have been trained to do – they focus on the overall experience of adopting the solution, and the exceptional qualities of that “whole” offering.

So if you are like most companies and operate in a market where it is really hard to differentiate based on the product alone, you got to focus your attention on WOW service offerings.”

Marketing Takeaway: You need to find ways to differentiate your product or service. The easiest way is to focus on the customer experience. Exceed the expectations of your customers by offering those little extras that surprise and delight.

Today’s Lagniappe (a little something extra) – Speaking of doing the little things . . . you need to check out this 3 minute video on ‘Johnny the Bagger’:

johnny the baggerClick Image to Play

In Search of Your PURPLE GOLDFISH. ‘Give your customers something to talk, tweet, blog and post to Facebook about’

Click here to download the FREE Purple Goldfish eBook.

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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