Top Takeaways: 
·        Even if you are in a B2B industry, decision-makers are still likely to compare you to their best experiences as a consumer.
·        Digital transformation is more than just implementing technology. It is rethinking your business process to make it easier for customers to do business with you.
·        Delivering a WOW experience can result in a 12-58% in the customer's repurchase intent.
·        Hassle-free customer support is the number one element that increases repurchase intent. This is followed by frictionless experience from start to finish and worry-free returns.
·        To create a WOW experience, businesses do not need to do anything extraordinary. It is about delivering the basics consistently.
·        The last best experience that your customers had with any business, in any industry, is what your customers will always compare you to.
Quote:  
"To get the attention of the C-suite about service improvement initiatives, you need to speak their language, Return on Investments."
About: 
Paula Courtney is the President of the Verde Group. She leads the development of new research methods for helping companies quantify the financial impact of their customer experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 
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