Brian Kaskavalciyan argues that empathy is the foundation of great customer experience. Over the past five to six years, businesses have been increasingly judged by experience quality, with Google reviews becoming the public metric that makes or breaks their reputation in the experience economy.
How do you make a great customer experience? You put yourself in your customer's shoes. We're in an experience economy. For years, my company was all about customer experience, and we taught companies how to provide a great customer experience. And I used to talk about the experience economy. The experience economy started about 5 or 6 years ago, and it's in full swing now. It's really all about that customer experience. And as you go looking at businesses and you look at like Google reviews and things from the outside that help you determine whether or not this is a good company or not, a lot of that is going to be centered around the customer's experience with it. Google reviews are golden and everybody wants them and everyone wants the most and the best ratings and all of that. Well, it's really tied into what you're talking about here.
