Companies do not create vast populations of returning customers unless they can create great customer experiences. Whether it's Nordstrom in retail or Southwest Airlines in air travel, leading service companies generate loyal customers by delivering experiences, each and every time, that meet or exceed customer expectations. Find ways to satisfy or even delight customers, and the benefits are enormous. So if you want to survive in a dot-com world, the answer is clear. Get the experience wrong, and you may as well stop raising money, because it will be Game Over.
Good experience wins every time.
Download the full report for free.