Having an excellent product is an important aspect of a successful business, of course. But what happens when a company focuses all of their time on perfecting their product, and not enough time on their customer experience? Sure, the experience directly with the product may be good. However, is it enough that this is the only positive experience in the relationship between the customer and the company?
Customer Experience is #trending, and for a good reason. A CX survey done by Gartner found:
81% of companies expect to compete mostly or completely on the basis of CX in 2019It is becoming increasingly important to focus on the unique relationship with the customer. Customer experience starts with understand your customers and their needs, beyond that which is fulfilled by the product offering. Adding or improving products may seem like an easy way to increase profitability, but this may cause an ultimate loss if a similar effort isn’t put into the customer experience. The longer a company waits to make the transition from a product-driven approach to a customer-centric approach, the more challenging it will be to catch up with the competition who have already made moves to improve.
