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21 January 2013
Companies are starting to see the light. They are
embracing the principles that Apple, Google, and Philips
Electronics have been advocating for a long time - differentiate
yourself based on the experience you deliver to customers; not on
the products you sell.
According to a CEI Survey, 86% of buyers will pay more for a
better customer experience. But only 1% of customers feel
that vendors consistently meet their expectations. These
statistics highlight the magnitude of the growth opportunity before
us. What if you just increased the percentage of consistently
happy customers by 5%? For any company, large or small, that would
be a game-changer in terms of revenue and profit.
the full article on forbes.com