"The Essential Guide to Customer & Employee Experience"
It is not about the product or service that we sell but all about the experience we offer to the consumers. Jason tells us that 30% of consumers will change their habits because of a bad experience. "A promise that empty leads to mistake". To know what the customers are thinking we can do surveys, but not with a lot of questions, 3 or 4 maximums! "The gap between the promise and the delivery is the opportunity, the opportunity to grow!" Companies are reactive not proactive, which is not beneficial and make it difficult for customers to buy. Companies have to give consumers information, so they can make better decision and they can trust the company and the product. The most important thing is creating relationship with consumers, because we not only talking about a transaction but a lifetime experience. So, in order to do that, companies have to create value before and after the purchase.

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