smith+co on
customer experience
Janine Dyer
  • By Janine Dyer
  • Aug 13 2013

Customer experience is now mainstream.  So why is it still so mediocre in most organisations?...

“From the store windows, the store touch‐points, the website, social media or a magazine ‐ it has to be one pure customer experience. Not just to gain market share, but to gain mind share.” Angela Ahrendts, CEO Burberry

Customer Experience has become one of the most important factors in business today but with the emergence of new channels it is not easy to implement successfully. However, some brands across a myriad of sectors are shaking up the landscapes of their industries by creating dramatically different customer experiences both online and offline. At the recent London Business Forum event, Shaun Smith talked about how ‘bold’ brands, from both b2c and b2b sectors, are doing just this. They thrive because they have the courage to pursue a purpose beyond profit, to challenge conventional thinking, to engage and entertain their audiences, and to create an almost cult-like following from customers and employees. They are not just different, but dramatically different and they see everything they do as part of the customer experience. Stand up, Stand out, Stand Firm was the key message. See a quick overview of what Shaun had to say