In this presentation, we discuss how to compete for customer loyalty in a world where businesses face intense global competition and consumers have information at their fingertips 24/7, which leads to commoditization and downward pricing pressure.
In this slide we cover 3 topics:
1) Fall of Product-Centric Differentiation and Rise of Customer Experience Differentiation
2) How to optimize the Customer Experience with examples from Walgreens, Mattel, and SeatGeek
3) A deep dive into Oscar Health Insurance, an industry that has seen some of the least customer experience innovation