Customer experience has been on a tear, with business owners and executives reporting in multiple studies that it’s a top priority.
In fact, research from our friends at Walker suggests that by 2020, customer experience will overtake price as the most important criteria among B2B buyers.
By 2020, customer experience will overtake price as the most important criteria among B2B buyers. #CX #B2B
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Now, new data from Yelp shows that the customer experience differentiator also is in full effect among restaurants, the most widespread of all the B2C vertical markets.
Yelp analyzed thousands and thousands of restaurant reviews and discovered that for every 5-star review that mentioned “great taste” or similar, thirteen 5-star reviews mentioned “customer service” or similar.
This is fascinating and confirms what Daniel Lemin and I wrote about in Talk Triggers. Simply put, competency doesn’t create conversation.
Competency doesn't create conversation. #talktriggers
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A review is online word of mouth, and word of mouth rarely occurs when you deliver what your customers’ expect. We anticipate restaurant food to taste good, … Read More