A Great Customer Experience Is Defective If It's Late: Consulting Marriott, Uber, USAA For Solutions

No matter how perfect your product, customer experience, or service is otherwise, in the eyes of the customer it?s broken if you deliver it late. Worse, the concept of what constitutes on-time delivery is the most movable of moving targets. So although there?s been an expectation of timeliness since the dawn of the industrial age, today, in our ultra-accelerated world of ??Why do I have to wait a full .8 seconds for a web page to load on my tablet?,?? customers are expecting speedier service than they ever have before. And there?s no turning back: What seemed speedy last year may seem snail-like today. Companies in today?s marketplace need to come up with solutions that stay in step with customers? ever more extreme perception of what ??in a timely fashion?? means. Because if they don?t, their competition will step in to fill the timeliness void.