Customer experience is the last source of sustainable differentiation and the new competitive battleground
cxd STRATEGY AND SERVICE
Many companies are unaware of their actual customer journeys, and the experiences customers are receiving. But why is this important? The landscape has changed; it once used to be about the product, but it then became about the service. But a service without experience is nothing. Consider the music industry. First it was about the physical product - buying music on record, cassette or CD; then, the product become greatly reduced with the arrival of Apple Music; finally, the product evolved again into Spotify - an experience created to curate and recommend your music choices on any device, in any location.
Previously, customers rarely jumped across channels during their journey. Experiences, however, are now less linear and have become more complicated, involving many variables. Great experiences are now woven. Memorable experiences are created by weaving and intertwining journey threads.
The Salmon Experience Agency (SEA) - the customer experience team of Salmon - will help you discover the existing customer journeys. We will help you design your customer threads, and we will create your future experiences. To do this in a commerce driven world, we have created Commerce Experience Design.
What can Salmon do for your business?
Contact our Commerce Experience Design team now and start your journey to success.