In a world filled with options, be it where to buy a product, or to get a ride to the airport or even to find a significant other, Customer Experience (CX) is one of the most powerful components to creating customer loyalty. Using CX as the guiding principle for how you sell your product or service will help ensure you’re not inadvertently creating C-Exes.
The truth of the matter is customers are willing to switch, if even partially, because of a bad experience. It’s no longer enough to offer the product or service, you have to woo a customer to your site. You have to wow them while they are on (and off) your site. And finally, you must win their preference to return.
There’s little dispute that Amazon is best in class at living this methodology, and the results to prove its value, too. They clearly have the customer at the forefront of their innovation and value how they can make life easier by focusing on the human aspect of the shopping, purchasing and using experience.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos, Amazon CEO