How important is providing a positive customer experience (CX) you ask? Well, here's one way to look at it: Customer experience correlates to customer recommendations.
It takes 12 positive customer experiences to make up for one negative experience - Ruby Newell-Legner's Understanding Customers
Most business owners know the power of 'word of mouth' or at least have heard of it's power. But 'knowing' isn't enough to know what to do about it when it comes to actionable steps.
Do you think your company has succeeded in its efforts to create and sustain a human connection with your customers? Look at CX as a Marketing Strategy. Get to know your consumers and build an experience for them that is worth remembering and worth sharing...and worth coming back for.