Innovation in Customer Experience
It seems that many times, when we think about innovations, we think in terms of bringing a new product or service to the marketplace and making millions of dollars in the process. However, innovations can occur in any area of the business with the purpose of helping your company run better, build some strategic advantage, differentiator, reduce costs or become more efficient.
Innovations in customer experience are an excellent way to attract new customers, retain those that you already have and bring positive (or negative) attention to your brand. If you think about your experience with different companies – some make you feel as though you are interrupting one person’s day, versus the other that cannot seem to get out of your hair once you have made the initial contact – think about the impact that your experiences have made on your purchasing and loyalty decisions.