BizSugar.com › Strategy › To Deliver a Great Customer Experience, Stop Focusing on the Customer You Think You Know - Brian Solis

Guest post by Rajat Paharia (@rajatrocks), founder and chief products officer, Bunchball and author of Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification
2015 promises to be The Year of Customer Experience. Companies around the globe are resolving to become more customer-centric because, as Brian lays out quite eloquently in his book:
“Now’s the time for an investment in something more than price, performance, or value. The future of business is about creating experience, products, programs, and processes that evoke splendor and rekindle meaningful and sincere interaction and growth.”
However, I find that when marketers talk about customer experience, most tend to focus exclusively on the buyer, the customer. The discussions revolve around questions like “What does the customer want/need/prefer?” and “How can we improve customer engagement?”