Customer Experience Innovation Creates Mutual Value

Value creation makes the world go ’round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that’s why value is secret to sustainable growth. But beware: sometimes value is created selfishly, for the benefit of one party at the expense of the other. (Example: fees and fines for what was previously part of a package deal, such as airline baggage.) This is counterproductive to customer experience and to growth. Mutual value benefits both parties when upside for customers and the company outweighs downside for either party.”

Source: www.business2community.com

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