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Three key points to making customer experience a competitive advantage

Customer experience can be a competitive advantage for today’s B-to-B companies. The key to getting started is understanding these three points:

  1. Companies can no longer compete solely on products. Speed of innovation and easy replication make competing on product alone risky.

  2. The product and experience are interwoven. There’s little distinction between the product and the experience in the minds of customers. They are virtually one in the same.

  3. The experience starts before any interaction. From the moment of awareness, well-informed, savvy customers challenge B-to-B companies to show their value and prove their worth.

About the Author

Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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