Customer Experience (the customer experience) along the customer interface has overtaken price and product as the key differentiator of the corporate brand. Customers have recognized that their partners and suppliers have demonstrated an outstanding level of care and empathy in difficult times, which has led them to place a higher value on the "customer experience".
Experts recommend that companies focus on increasing their customer value along the entire value chain in sales and service. The foundation here is operational excellence, from the recording and analysis of customer needs (analog and digital), the individual adaptation of the service offering that clearly addresses customer benefits, to an after-sales service that stands for itself as a service and not just purely supports the product.
