The Importance of the Customer Experience in a Down Economy

Overcoming the Recession

Advocates of a focus on the customer experience argue that it is the major source of competitive differentiation. It takes the focus off of price and enhances the value customers perceive in the relationship. In short, it is a business strategy that is essential to sustainable profits and growth.
Yet, as financial markets are in turmoil, consumer prices rise, and the

re is fear of a declining market place, business executives are scrambling to devise a timely strategy. Some will gravitate towards a cost-cutting and retrenchment process to ride out the storm. Others will look to protect their core customer base. For many executives, leading in a down economy will be a new experience and they will be seeking perspective, insights and guidance—thought leadership.

The Importance of the Customer Experience in a Down Economy An 84-page report that is a must read for anyone trying to figure out how to cut budget yet maintain profitable relationships with customers.

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