One common question we hear from business leaders is, "How do our customer experience scores compare to others?" Having this comparison is valuable if you define "others" in broad terms.
In the report, The Value of Making it Easy, Walker explores the impact of complexity on B-to-B companies. They show how the consumer experience is having an impact on B-to-B customer expectations. They refer to this as the "Amazon Effect" and state, "Our experiences as consumers, in the era of buying almost....