make the customer experience a differentiator Research reported by Super Office in 2017, found that 86% of customers will pay more for a good customer experience. How much more is unclear, but this, nonetheless, points to the importance of customer experience. This point was further emphasised in the prediction that by 2020, customer experience will […]

make the customer experience a differentiator Research reported by Super Office in 2017, found that 86% of customers will pay more for a good customer experience. How much more is unclear, but this, nonetheless, points to the importance of customer experience. This point was further emphasised in the prediction that by 2020, customer experience will rank ahead of product and price in influencing purchase behaviour. Research by Deloitte found that: 62% of businesses in the United States view customer experience as a potential differentiator 50% of businesses in the United States are redirecting expenditure to improve their customer experience This highlights not only the importance of customer experience, but also its potential as a strategic competitive advantage. There is a lot of talk in Australia today about the likely impact of Amazon on Australian retailing. I believe that impact will be staggering – if not phenomenal. I believe the impact…