Do these 5 things to elevate your brand and prepare for 5G
It is commonly said that customer expectations—against which they will judge their experience with your brand—have never been higher. We often hear the phrase “an Amazon-like experience,” which is frequently understood to mean easy to use, broad and deep selection, intuitive and tailored recommendations, no hassle returns, and fast delivery.
Interestingly, Amazon recently fell to number 2 for online shopper customer satisfaction in the February 2019 American Customer Satisfaction Index Retail and Consumer Shipping Report.
Costco received top marks in both the Internet Retail and Department and Discount Stores categories. They were noted as a value leader among online retailers with quality products at low prices also helping to keep competitor pricing in check. In addition, Costco has a 100% satisfaction guarantee and abundant services for home, travel, and more.
You may not compare your brand with the likes of Amazon or Costco, but your customers certainly do when thinking about the quality of experience your brand serves up. In Salesforce’s 2019 State of the Connected Customer report, 69% of consumers and 82% of business buyers said, “one extraordinary experience raises their expectations of other companies.” A combined 84% of these consumer and business customers said, “the experience a company provides is as important as its products and services.”
Competing on experience is even more important with the disruption 5G brings: new business models, new markets, such as IoT, and new ecosystems all create a dynamic pull for new services. 5G also provides the disruption necessary to elevate your brand as an experience leader. What can you do to make sure your brand compares favourably against the best-in-class across industries and across all facets of experience?
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