Here's a contrarian view to consider: Customer experience will never be more important than price.
Kind of shocking to hear those words from a customer experience (CX) expert, right? The statement is true, though -- just not for the reason you might think.
Fact is, lots of CX gurus and consultants routinely proclaim that "customer experience trumps price." That declaration makes for a good sound bite, but it reflects a fundamental misunderstanding about the concept of customer experience. This month's top story explains why.
Best regards,
Jon Picoult
Founder, Watermark Consulting
Author, From Impressed To Obsessed
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