Over the past centuries, businesses have evolved from agrarian to industrial to services and, more recently, to experience economy. In this new world, we’ve moved from simply delivering products or services to delivering memories and emotions. That’s what the customer remembers, and what makes a company truly different and unique.
When the battleground is the experience, then customer experience becomes the new brand and digital the currency of how transactions and interactions are experienced. Thanks to companies like Netflix, Amazon, Uber, and Apple, digital stakes are higher than ever and customers now expect from you the same experience these giants offer — they expect effortless experiences.
But what is an effortless experience and how can you get it right? I covered this topic...