In our "Experience Economy" the focus is on customer needs and experiences. In the face of competition, the product/service that delivers the better customer experience will always prevail. Brand image is created at every single touchpoint of customer contact, both analog and digital. Positive, pleasant, and customer-friendly experiences at every touchpoint are the new standard.
Positive customer experiences are not a matter for a service department but should be anchored in company DNA, self-image, and corporate culture. This makes a brand a successful, sustainable “experience brand”.