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 s