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Customer experience will overtake price and product as the key brand differentiator by 2030

Providing outstanding customer service is a sure way of building brand loyalty and repeat custom. Seven out of 10 people will spend more money to do business with a company that provides great customer service and its importance is set to increase. The forecast for 2030 suggests a more personalised service with human interaction will be the key to repeat business, also shown in the Next Tourism Generation research outcomes. Moreover, with customer acquisition costing up to 25 times more than retention, businesses must embrace this strengthening direction and focus more on their employees and their interaction with the customer.

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