Customer experience is quite the buzz right now. I have been thinking about this customer experience stuff for quite some time. Everywhere you look a company or brand is attempting to create some extraordinary customer experience.
Just like when the recession hit in 2008 companies heavily discounted everything and consumers became spoiled by deeply discounted products. Coupons were all the rage; still are. JC Penney comes to mind — it had a CEO migration, and the new guy wanted better profit margin so coupons went away. Well, so, too, did the customers! [Read more…]