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Customer Experience - How to convert them into a WOW!

A couple of weeks ago I decided to make some purchases for my kids. I was amazed how different customer experience can be in nowadays connected world. But, to begin from the start: I ordered online two high value high-tech goods and two large bookshelves from a price strategy driven retailer. My expectation was very high from the high-tech consumer goods company. First of all his reputation for exceeding expectations, second I spent significant money on these goods, third it is a tech company, lastly I already spent a lot of money the last couple of years. In contrast to it I was very sceptical about my purchase of the bookshelves as this brand is all about cheap, cheap and cheap. Oh man, how could I have been so wrong!
I really have to say first of all - well done to the retailer with the price strategy - you blew me away:
The website was clear and easy to navigate inclusive ordering, You set clear expectations around delivery and actually over-delivered; the shelves arrived…
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