The whole digital world is conspiring against the brick and mortar stores. Why would you leave your couch to buy a new mattress if you can click on the “Buy it” button and continue browsing Pinterest?
What does this mean for your company? It means that you might be out of the customer journey. That you don’t show up when people are browsing Facebook’s newsfeed, googling about mattresses or playing a video game in their smartphones. It means that you are out of the game.
I’ve compiled the following customer experience quotes that will help you to realize the importance of getting back to the new customer journey:
“Make your product easier to buy than your competition, or you will find your customers buying from them, not you.”Mark Cuban
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”Jeff Bezos
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”Ian Schafer
“Don’t find customers for your products, find products for your customers.”Seth Godin
“The customer experience is the next competitive battleground.”Jerry Gregoire
“People don’t always remember what you say or even what you do, but they always remember how you made them feel.”Maya Angelou
“Attention is a main asset in marketing.”Toba Beta
“The future of communicating with customers rests in engaging with them through every possible channel: phone, email, chat, Web, and social networks. Customers are discussing a company’s products and brand in real time. Companies need to join the conversation.”Marc Benioff
“If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful.”Jeff Bezos