Whilst the traditional differentiators such as price, products, quality and delivery are on their way out and becoming increasingly unsustainable. It’s recognised right across all sectors that the main differential advantage is now in customer experience. The research speaks for itself. Get moving on providing great customer experience not just good enough customer service. It’s interesting to note that when business was questioned recently about employee development only 10% of businesses identified customer experience as their top management challenge for 2008. (Ken Blanchard Companies www.kenblanchard.com)

Imagine that. Only 10%. Customer experience is pretty much your only way of providing that all important competitive edge today, yet, most businesses are doing nothing about it in terms of developing staff to deliver that all important experience. Your products are the same, your quality is the same, even delivery pretty much the same. The only thing you have left is the experience you are giving your customers, how you make them feel and spotting opportunities to differentiate yourself with them.

What are you doing?