{"id":3247,"date":"2022-05-11T09:18:25","date_gmt":"2022-05-11T08:18:25","guid":{"rendered":"https:\/\/thecxacademy.org\/?p=3247"},"modified":"2022-05-11T09:18:25","modified_gmt":"2022-05-11T08:18:25","slug":"differentiation-sameness","status":"publish","type":"post","link":"https:\/\/thecxacademy.org\/differentiation-sameness\/","title":{"rendered":"Make CX your Unique Selling Point – Differentiation & \u2018Sameness\u2019"},"content":{"rendered":"

What\u2019s your Unique Selling Point? Do you have a truly unique product or service? Maybe you created a service that everybody wanted but it didn\u2019t exist? (And nobody has duplicated it yet) Or maybe your market is so niche that you are simply the only player in the game? \u00a0 If so, you would be in the minority!<\/span><\/p>\n

Gartner predicted that by 2020 90% of brands will compete on customer experience rather than price or product quality. It is 2022 and <\/span>salesforce<\/span><\/a> found that 80% of customers choose a brand to work with, based on their Customer Experience. Gartner were not far off.\u00a0<\/span><\/p>\n

On our courses, we use a concept called \u2018sameness\u2019. Sectors such as banking, insurance or utility providers, are mostly hit by the \u2018sameness\u2019 within their products and services. The differences in the products can sometimes be so miniscule that it\u2019s extremely hard to decide which to choose. Remember, feelings are more memorable than price or the features of a product. Therefore, customers are more likely to remember how you made them feel, while they were using your service or you were helping them sort out an issue. This is why today\u2019s customers choose based on the next best thing\u2026 their experience.<\/span><\/p>\n

So, how do you differentiate your business from the competition?<\/b><\/h4>\n

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