Give customers a great experience and they´ll buy more, be more loyal and share their experience with friends. Great. That´s what every company strives for. Yet, so many consumers seem disappointed. Call it an experience disconnect: companies tout the latest technology or snappy design, but haven´t focused on -- or invested in -- the most meaningful aspects of customer experience.
What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And one big connector: human touch -- that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.