The Next Competitive Battleground – The Customer Experience
Published: May 11, 2017
According to many of today’s business leaders, the next competitive battlefield for brands will revolve around the customer experience. Insights from Gartner, the world’s leading information technology research company, 64% of consumers indicate that the customer experience is more important than price when it comes to selecting a brand.
Today, and in the near future, having the most tangible offerings or the lowest price point won’t cut it; it’s the capacity to create memorable experiences that favorably trigger consumer emotions that will be the defining competitive advantage. In this whitepaper we offer a comprehensive discussion of what the Member Experience is, followed by an insightful overview of customer experience mapping, a process which can enable operators to stage memorable member experiences on a day-in and day-out basis.