The Art of Engaging the Customer: Proactive steps to delivering a differentiated Customer Experience

Fewer product differences, a barrage of repetitious brand promises, and a marketplace “fish bowl” are fast making the customer “experience” the next frontier where the battle for the hearts, minds, and wallets of customers will be fought.

When the difficulty in delivering differentiated products and services is coupled with brand positioning efforts and advertising campaigns spewing similar-sounding messages through an expanding range of media, the result is a weary, confused customer. The outcome of such cacophonous messages and “me too” products has made the customer experience one of the few remaining landscapes where differentiation can be demonstrated. Simply put, the customer experience is the next frontier for creating long-term loyalty and ongoing sales.

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