The Importance of the Customer Experience in a Down Economy

Advocates of a focus on the customer experience argue that it is the major source of competitive differentiation. It takes the focus off of price and enhances the value customers perceive in the relationship. In short, it is a business strategy that is essential to sustainable profits and growth. Yet, as financial markets are in turmoil, consumer prices rise, and there is fear of a declining market place, business executives are scrambling to devise a timely strategy. Some will gravitate towards a cost-cutting and retrenchment process to ride out the storm. Others will look to protect their core customer base. For many executives, leading in a down economy will be a new experience and they will be seeking perspective, insights and guidance—thought leadership.

In this initiative, leading experts in the field of the customer experience have stepped forward to provide thought leadership and practical ideas to succeed despite the turndown.

There is no cost for this invaluable resource.  Please click here if you would like to download a first-edition copy of the full Report.
 

A huge THANK YOU goes to our cast of eighteen international thought leading contributors, who have each submitted a though-provoking paper:

James Barnes, Barnes Marketing Associates, Canada

Jenny Belser and Naras Eechambadi, Quaero, USA

Marco Bevolo, Philips Design, The Netherlands

Jeanne Bliss, Customer Bliss, USA

Graham Hill, CACI Solutions, Germany

Jannie Hofmeyr, Synovate, South Africa

Lynn Hunsaker, ClearAction, USA

Sampson Lee, G-CEM, China

James Lucas, Luman International, USA

Bill Price, Driva Solutions, USA

Colin Shaw, Beyond Philosophy, UK

Merlin Stone, WCL, UK

Rory Sutherland, Ogilvy Group, UK

Shari Swan, Streative Branding, The Netherlands

Bob Thompson, CustomerThink, USA

John Todor and Bill Todor, The Whetstone Edge, USA

John Turnbull, Customer Connect, Australia

Lauree Vallery, Experience Renewal Solutions, Canada