While it’s easy to imagine the benefits of customer experience, today’s organizations are faced with constant disruption, which is both inspiring and challenging. The emergence of new technologies and competitors creates more choices for customers and, as a result, empowers them to demand more from their products and services. Convenience, ease of use, customer service, consistency and mobility are all major factors that drive customers to instantly switch from any service provider that falls short. Amazon Prime is a classic example of a subscription model that completely transformed the consumer mindset and, by extension, the business model for traditional brick and mortar stores predicated by the above factors. In addition, social media serves as a major outlet for customer experience to turn viral. With the ability to tweet, comment, post, like or live broadcast always at arm’s length, customer reviews and social media posts can drastically benefit or cause harm to businesses depending on the type of experiences they deliver.
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