Now look through all the apps you have on your phone and

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In short, they’re not just describing the product, the store, the service, or support, but an overall superior experience (much like you describe your favorite restaurant not just in terms of the food, but the service and ambiance as well).

HBR describes the customer experience as “your customer’s end-to-end journey with you…the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling, or lack of it.


” Companies who consistently create amazing experiences for their ghana telegram data customers are rewarded with consumer loyalty, higher profits, and market leadership positions….and they’re easy to spot! Disney, Whole Foods, Southwest Airlines, Rackspace, BMW, and Zappos are all brands who are clearly fanatical about the customer experience. But companies who provide amazing low-touch services through consumer apps are no different.

Do this…take out your phone now (I’ll wait…[insert ‘Girl from Ipanema’ hold music]). pick out the ones you use the word “love” to describe. If you’re like most people, you probably named apps like Netflix, Uber, Evernote, and Spotify; simple apps that add tons of value through an effortless (sometimes magical) experience.


While you may never speak to anyone in these organizations, the amazing experience you have with their service, and hence, the company, stills comes through.

Not surprisingly, most companies who nail customer experience, whether high-touch or virtual, are not only market leaders but are also consistently on the Fortune list of best places to work. Why? It’s because they’ve discovered that the secret formula for nailing the customer experience works just as well in creating an awesome company culture. In fact, Netflix’s now 5-year old game-changing blueprint for an outstanding culture has received over nine million hits!

When companies create an amazing culture for their employees, profits increase, turnover decreases, they become lightning rods for top talent.