The customer experience was barely even considered only a couple decades ago. What drove the engine was sales, and sales alone. Once the product was gone, there was no real relationship to think about, let alone maintain. This was the result of customers simply being so far removed from the company selling the goods, both […]
We are all firmly entrenched in the service economy at this point. It’s become such a common part of our everyday lives our monthly fees can simply drift into the background (a great article here, on what that might mean for us all). In the end, however, we shouldn’t forget we’re paying for that service […]