It’s Not the Product. It’s the Experience.

What makes the great companies so great? It’s the customer service and experience the customer receives when doing business with that company. The companies that get it are customer-centric. They put the customer in the middle of decisions, ideas, marketing, system design and more.

It is definitely not the product – at least not on its own. The product can be truly amazing. It can even be a lifestyle changer. But that doesn’t make the company great.

For example, cable television. Cable TV is truly amazing. When I was a kid, growing up in the 60’s and 70’s, there was a whopping four channels to choose from. And, the programming usually ended not long after midnight. We were excited just to have television.

via It’s Not the Product. It’s the Experience. | Shep Hyken.

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