I was naturally attracted to customer experience because I saw a huge gap in the marketplace for ideas on how to make customers feel good so they come back.
When I started in this business there was customer service, marketing and sales…but no one was talking about “customer experience” in a serious way.
Customer loyalty died recently during COVID. Companies had to create a more digital customer experience in a short amount of time – meeting the customer where they were, creating a more compelling experience around the product. And there’s no going backwards.