Discuss in Entrepreneur — This Is the ‘X Factor’ to Growing a Successful Business

Discuss CEO Simon Glass in Entrepreneur:

Starting a business isn’t what it used to be. After Covid-19, customers became less predictable, with 75% of them changing their buying habits during the pandemic. This has had a huge impact on B2C businesses, but there’s little doubt that B2B consumer trends have also changed.

How can businesses compete in a world where so much has shifted — what’s the defining factor that gives companies an edge? Competing on customer experience.

Although the term “experience economy” was coined over two decades ago, this framing couldn’t be more relevant to the way people are making decisions post-pandemic. The customer experience (CX) now outweighs the importance of price and product quality, according to 73% of consumers.

Read more here.