What is that sets brands like Apple, Nordstrom and Nike apart from their competitors? It isn’t “customer satisfaction.” Lots of technology vendors, retailers, clothing makers and other types of companies have satisfied customers. What sets these brands, and outstanding performers in other industries, apart from their peers is reaching a level beyond mere satisfaction (which customers now expect): customer connection.
Writing in 1to1 Media, Alan Zorfas reports that “while American business has....