Welcome to the Experience Economy- the new reality that drives all facets of the relationship between brands and consumers today. In the Experience Economy, the customer is the innovator, not the brand, and those customers expect personalised experiences at every step, as well as quick reaction times that don’t keep them waiting. They want instant gratification and the ability to choose the channels they use to engage.
66% of buyers cite time as a top factor for a good customer experience
It’s up to organisations to keep up, or risk falling behind. That starts by putting the customer at the center of every experience and being ready to respond no matter where they are in the customer journey. With that in mind, leaders in the Experience Economy consider service along four main paths. Get the guide to find out more.