"The value is in the experience"

"It is all about the customer experience these days. That is where the value lies for any businesses wanting to attract and to serve customers.
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“The value is in the experience: it won’t go down in price, and no one can steal it.” It is more than a wrapping; the customer experience is now very much a part of the product. The how has become part of the what."

Trechos retirados de "The end of the captive audience: why airports need to develop their value chain"