Not long ago, Hong Kong businesses were in full agreement that the keys to success were a good quality product, a low price, and excellent customer service. Suddenly it seems that these rules have changed – today, success is reliant on providing the best ‘customer experience’.
An article in the Harvard Business Review, “The Truth About Customer Experience”, has a lot to say on the matter, defining this nebulous ‘experience’ as the customers’ end-to-end journey with a company; something that is not measured just by key touchpoints or moments of interaction, but rather through the cumulative impact of multiple touchpoints and interactions that result in the feeling of a real relationship – or in some cases, the lack of a relationship.
While these new ‘rules of success’ may concern some companies, Hong Kong businesses are extremely well-placed to help improve their customers’ experience – and the overall customer relationship – thanks to their focus on the customer and the power of technology.
