Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change.

While customer expectations are increasing at a lightning pace, the fundamentals of customer experience delivery have remained relatively constant across the past decade.

Smart customers realize that they have the power to choose brands that care about them and exceed their expectations.

Less smart leaders believe that customers make decisions predominantly based on the benefits, attributes, quality, and price of their products.