The new competitive edge
Actors often say they are only as good as their last film. A similiar comparison can be made with brand reputation which is often determined by a customer’s last experience of that company or its products. If customers have an exceptional experience, they may share it with their friends, family, and colleagues. However if a customer has a poor experience then the customer is more likely to share their experience. So for a company to consistently deliver business success it is imperative for each and every customer experience to be exceptional.