Customer Experience is the new “Relationships”

Every day I hear some salesperson or business owner talking about how “relationships” are so important to their business. They want to have relationships with their customers. They repeat ad nauseam that they are relationship-based, not transaction-based.

It’s so overused and cliched. I also just don’t think that’s what people want from businesses in 2019. Maybe in 1995 or 2005.

My opinion is that customer experience is the new “relationships.” Today and tomorrow’s customers want to work with companies that care about their experience as a customer. Easy to work with, easy to communicate with, intuitive and user-friendly websites/apps etc. That’s way more important than if they feel a connection/relationship with someone at the company (who may or may not be there in 6 months).