Customer Experience Stories - Customer experience principles, best practice, planning, strategy

Customer Experience Stories

In a world of fierce competition and parity products, the customer experience is becoming a key source of differentiation. PostStone’s services have been integrated by other consulting firms into their service offers to create customer experience solutions for companies in these industries: banking; insurance; electric utility; information technology and reward program.

PostStone focuses on customer experience principles, as well as customer experience best practice, planning, and strategy.

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Every fast food company and every consumer company needs to tell four stories. Those stories are a product story, a customer experience story, an operations story and a shareholder value story. You’ve got to tell a couple of those stories in a compelling way in order to succeed. Tim Hortons tells all four in a compelling way.

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Most consumer companies today are figuring out that the customer has the power. It used to be that the manufacturer had the power and then the retailer had the power. Today it’s the customer who has the power.

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