However, a perfectly delivered customer experience makes news and travels fast through social networks that matter most – the peer and friend networks where the buying decisions are increasingly influenced based on personal trust. When we recommend products to our friends and colleagues, we seldom talk about the features, functions and benefits the way many marketers have been trained.
Instead, we focus on the overall experience of buying and using the solution.
We may mention some cool features but it is the “whole” offering that causes us to advocate for a brand. In a world where unique features become commodity features overnight, and where it is really hard to differentiate based on the product uniqueness, we now need to focus our attention on WOW service. The Perfect Customer Experience will travel through personal networks faster and with more impact than almost any other marketing technique.