What is experience economy and how it affects online business? Learn about the traps and challenges and discover a secret weapon for creating the best customer experience.
In the rush of everyday dealings, it’s easy to forget that everyone in your business ecosystem is a customer: from investors to partners, buyers and their networks to anyone in the value chain from manufacturers to end consumers, including your employees. So, when we talk about the CX trend, we are talking about employee experience
Since the term “Experience Economy” was coined by Pine and Gilmore in their 1998 HBR report, the theory has been growing not only in popularity but also in substance. For many brands, customer experience has become the central concern. However, the efforts to deliver what consumers wanted gave birth to a side product – the