That's what a study quoted by the Dean of the Kellogg School of Management, Dipak Jain stated about how American customers feel. I'm sure the numbers in other markets would be similiar.
He talked about how people are feeling like commodities when purchasing and what you can do about it. Here is a link to the full article. He has other interesting points.
http://www.agencyfaqs.com/news/stories/2005/07/06/11951.html
What a great opportunity. It means that at least 68% of the market are available to you and your business if you create an outstanding and memorable customer experience.
Let me know if you agree or disagree with what he has to say.
More soon.
Iven
CEO. Cheif Experience Officer
