in innovation

Quality over convenience – what dimension of customer experience are you competing on?

I’m back to using Gillette. I switched to Dollar Shave Club, and while I found the monthly journal a fun “gadget”, the quality to me was not there. I never felt the razors were of the same quality. Convenience was useful but for me it did not trump quality.

DSC has had an incredible run and is without a doubt an amazing innovation in delighting customers. I am not the perfect customer for them however. I chose quality (my perception) over quality, but it goes to show that there is an opportunity across every customer experience dimension.

I’m curious: What customer experience dimension do you own, or want to own?