The user experience is the differentiator
For many B2C businesses, the biggest differentiator is not just their quality product or service, but their ability to create an effortless user experience. For example, when considering delivery dinner options, which experience would you rather have?
- Dig up an outdated menu for a place you hope delivers to your house, wait for somebody to answer the phone, wait on hold, have trouble hearing the person taking the order, and then wait some more.
- Open a mobile app, customize your order, pay for it, leave a tip, and track your order's progress in real time.