Extreme Customer Experience

CRM guru Samson Lee has a new idea about customer experience. I don't know that I agree with it, but Lee has a way of making you question your assumptions and possibly change your viewpoint. Lee describes extreme experience in his paper, "Replace Customer-Centricity with Extreme Experience," as the inevitable pain you have to go through to reach nirvana -- that is, get the product or service you want from the vendor you want. He describes a pleasure-pain gap, or PPG, as a tool for building up a brand in customers' eyes.

from E-Commerce Times https://ift.tt/2WGWagS