WhatMakes a Great Customer Experience

Remember the Fort-T Model in 1908? Fifteen million cars were sold up to 1927 for $260

Those were the days, when competing on product quality alone was sufficient to make
the next sale. However, these days more and more markets are becoming ‘commodity’
markets. One could argue that products are weakly differentiated and that customers
perceive few technical differences between competing offerings. Thus, the need to create
differential advantage through added value has become vitally important and service is a
significant source of that added value....Read full report