Why Customer Experience Is The Only Thing That Matters | Fast Company
I was at a conference talking to some attendees when one of them, a guy who works for the Abu Dhabi ministry of finance, asked what I do for a living. When I replied that I conduct research into customer experience he replied, "Companies already know all about customer experience! Isn't it just common sense?"That's a fair question because it should be common sense. It's not, though, as I explained by offering the example of the difference between the customer experience on Southwest Airlines or JetBlue, and the customer experience on United Airlines or American Airlines.
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