Page 5 - AeM_October_2020
P. 5
RESEARCH
ANALYSIS
TRENDS
Nothing is more frustrating or boring than a product, service or trip that doesn't
meet the customer's expectations, don’t you think? Innovative companies and
service providers are therefore increasingly relying on providing outstanding
customer experience to remain on top and to avoid the downward price spiral.
Whoever wants to remain competitive must recognize, understand, and quickly
respond to constantly changing customer requirements - including a high
experience factor - and be at the same time inexpensive, since the competitor is
just a click away.
5 October 2020: Experience Economy: customer-centricity & cross-channel customer interaction
