301: Will Experience Be Your Difference This Year?

Adam shares expert advice for making customer experience your competitive advantage in 2018. Customer experience is THE competitive advantage Welcome to 2018! To start off the new year, we’d like you to think about customer experience as your competitive advantage. Because unless you plan to compete on price, providing a customer experience that is both frictionless and memorable is the best way to differentiate your brand this year. But many brands fall into a trap when trying to differentiate on experience! While they create perks and gimmicks to entice customers, competitors are drilling down into the customer journeys to focus on the moments that matter most to their customers. What you do to differentiate doesn’t have to make a big splash. In fact, many of the experience initiatives brands make a huge deal out of chalk up to little more than clever marketing campaigns. And while they may generate in influx in sales, things taper off when customers realize these changes are only skin deep. “When you think about competing on customer experience, don’t just think about your experience as a whole…” -Adam Toporek So what do you say? Competition is fierce in 2018, and while many companies offer a similar product or service, your customers are looking for their ideal experience. To kick off the new year, Adam is sharing tips and ideas to help you examine your customer journey for critical touchpoints with the potential to create a competitive advantage in your industry. Listen in! Related Content 360Connext® post, 5 Top CX Trends For Survival in the Age of the Customer Customers That Stick® post, Will You Compete on Customer Experience in 2018? Episode 298: Michel Falcon, Incredible Experience Tips Episode 282: Stephen Shapiro, Innovating Customer Experience We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices