When ‘extraordinary customer experience’ is a sign of the times, it’s a sign we’re in trouble
I was there in Las Vegas when a standards body announced the name “Wi-Fi” for the first time. I was briefed about the Internet of Things long before it became a thing. I have helped explain “cloud computing” to audiences that range from chief financial officers to small and medium-sized business owners.
Compared to those terms, “customer experience” is a lot less difficult to get across. This is in part because it’s based on two pretty commonly-understood words, even then they’re put together.
That’s also a part of the problem for organizations that want to use customer experience as a competitive differentiator.
Although I’m far from the first to point this out, I felt like I encountered a tipping point of sorts when I took my family out for a walk this past weekend and saw this:
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.