BrandPost: The Six Degrees of Customer Experience

Most of us are familiar with the idea that there are no more than five intermediaries between yourself and another person on this planet. (Hello, Kevin Bacon). It’s quite ironic, given there are 8 billion of us and yet this incredible expanse of people has such proximity. The six degrees of separation phenomenon plays out in other aspects of life and even business.

I’m a software guy — sort of. Better said, I work in marketing for one of the largest software companies in the world. And “customer experience” sits at the top of my priority list — how to create it, how to make it better, how to make it stand out. It’s no easy task, as customers’ needs and wants to move quickly. I’d argue these needs sometimes shift faster than your business setting and context will allow. So, it begs the question of how to make sure you’re setting yourself up to exceed customer expectations? Or, maybe more to the point, how do you do it well?

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