The Importance of Customer Experience

Customer experience is one of the best, if not the best, differentiators going forward. I haven't talked to one person in the last three years who would disagree with me that the customer experience weakened dramatically over the last few years. It's easier to change processes than it is to change cultures. If your culture is already defined as one that is, let's get the bare minimum done so that people don't hate us, that's a hard culture to change.