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The customer experience as a competitive advantage

Posted by Danielle MacInnis on 22 March 2016

Customers expectations have changed.  You are not just competing with your closest competitors anymore, you are competing with your customers total journey throughout their day. Every experience sets the expectations. There is a trend towards customer centric and focusing on delighting customers. There is a demand for knowledge and how to improve the customer journey.

Rather than optimising a touch point, it might be going back to the drawing board and seeing if that touch point needs to exist at all. It is about leaning into the customer and understand their needs and wants and looking for better ways to engage and solve their problems.

Here is a great video from McKinsey and Company.

 

Author: Danielle MacInnis
About: Dan is a customer centric marketer and the owner of MacInnis Marketing a company that creates sales and marketing systems to attract customers and employees to companies that they love.
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Tags: Customer Centric Marketing Customer Insight Brand Strategy

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