Innovating the Customer Experience

Apple, Amazon, Starbucks and Target have become the gold standard for creating an exceptional customer experience.  These companies use positive customer experience to differentiate their respective brands and thus create fiercely loyal bases.  Every company would answer yes to the question, "Do you strive to create a positive customer experience?"  But how many can say they achieve this goal?  According to a recent article not that many in the United States.

The key to creating long lasting impact through positive customer experience comes from integrating this concept into the core culture of an organization.  A great example is Mark Cuban the owner of the NBA's Dallas Mavericks.  Cuban took over a losing organization and from the top down worked to create an enjoyable experience for the fans.  He would greet fans at the door, sit in the cheap seats, publish his email address on the scoreboard and personally answer every correspondence.  This type of culture permeates through organizations, helping them reach their aspirational goals.

The link also uncovers some other great case studies on the power of customer loyalty.

Innovating the Customer Experience