--- title: "Customer Experiences: Strategies to Win in a Digital World [Blog]" description: Customer Experience is an overlooked source of competitive advantage. Check out UsableNet to see how buyers today expect certain levels of service. image: https://blog.usablenet.com/hubfs/96.jpg --- - [skip to menu](https://blog.usablenet.com/customer-experience-strategies-to-win-in-a-digital-world#nav) - [skip to content](https://blog.usablenet.com/customer-experience-strategies-to-win-in-a-digital-world#main-content) - [skip to footer](https://blog.usablenet.com/customer-experience-strategies-to-win-in-a-digital-world#footer) Test the accessibility of your website for free! Try UsableNet AQA. 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[Take our Quiz](https://info.usablenet.com/website-accessibility-remediation-quiz) - Resources ## Resources [E-books & Guides](https://usablenet.com/resources?contentType=E-books%20and%20Guides) [Case Studies](https://usablenet.com/resources?contentType=Case%20Studies) [Reports](https://usablenet.com/resources?contentType=Reports) [Webinars](https://usablenet.com/resources?contentType=Webinars) [Tools](https://usablenet.com/resources?contentType=Tools) [All Resources](https://usablenet.com/resources) ## Essential Resources [ADA accessibility lawsuit tracker](https://info.usablenet.com/ada-website-compliance-lawsuit-tracker?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) [Checklist: how to achieve and maintain digital accessibility](https://info.usablenet.com/digital-website-accessibility-checklist?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) [Which remediation approach is right for me?](https://info.usablenet.com/website-accessibility-remediation-quiz?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) [A Primer on ADA and Digital Accessibility](https://info.usablenet.com/a-primer-on-ada-and-digital-accessibility?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) The EAA is in Effect — Is Your Website Compliant? [Get Help with EN 301 549 Compliance](https://info.usablenet.com/eaa-en-301-549-compliance?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) - Who We Serve ## Industry [E-commerce and Consumer Goods](https://info.usablenet.com/industries-e-commerce-consumer-goods) [Food Service and Hospitality](https://info.usablenet.com/-industries-food-service-hospitality) [Banking and Financial Services](https://info.usablenet.com/industries-financial-services) [Healthcare](https://info.usablenet.com/industries-healthcare) [Technology and Business Services](https://info.usablenet.com/-industries-technology-and-business-services) [Public Sector and Education](https://info.usablenet.com/industries-public-sector-and-education) ## Compliance [Canadian Accessibility Laws](https://info.usablenet.com/compliance-canada) [European Accessibility Laws](https://info.usablenet.com/compliance-europe) [Other International Accessibility](https://info.usablenet.com/compliance-international) [United States Accessibility Laws](https://info.usablenet.com/compliance-united-states) 2026 Midyear report on digital accessibility lawsuits in the US [Download Now](https://info.usablenet.com/2026-midyear-report) - [Pricing](https://usablenet.com/pricing) - [Blog](https://blog.usablenet.com/) - [About Us](https://usablenet.com/about-us) [Get a Demo](https://info.usablenet.com/contact) # Customer Experiences: Strategies to Win in a Digital World \[Blog\] **By** [UsableNet](https://blog.usablenet.com/author/usablenet-1) on Jul 18, 2014 **Topics:** [Mobile Web](https://blog.usablenet.com/topic/mobile-web) 0 Comments - - - ![96.jpg](https://blog.usablenet.com/hubfs/96.jpg) Customer Experience is an oft-overlooked source of competitive advantage. Increasingly, empowered buyers have come to expect certain levels of service and support from the brands they frequent. Businesses that register this and scale with customer-centricity in mind will naturally develop a competitive advantage both within and beyond the brand’s industry. ![Customer Service Diagram](https://blog.usablenet.com/hs-fs/hubfs/image-5.png?width=600&name=image-5.png) While nearly half of CX professionals believe their company stands out, research suggests that consumers don’t agree and that many companies are struggling to execute on their lofty ambitions. The most recent round of Forrester Customer Experience Surveys found that both US and UK consumers rate even the most major brands as delivering experiences that range from “poor” to merely “okay.” Despite increased expectations, low customer experience delivery is the current baseline. Yesterday we hosted a webinar on this important topic featuring Forrester Senior Consultant Jonathan Browne who fully explored the state of CX and shared tips to help companies improve their strategies. He outlines a winning strategy in four stages: 1. **Repair**: halt outdated practices, identify weaknesses, and coordinate CX strategy across organizational silos 2. **Elevate**: introduce customer-centricity as a primary goal of company culture and assign clear CX behaviors to employees 3. **Optimize**: invite customers into the design process and develop a tool kit to design more sophisticated experiences 4. **Differentiate**: use deep customer insights to actualize an experience that answers unmet needs; rethink the entire CX ecosystem to deliver truly differentiated experiences Browne’s parting example is with a CX leader, the airline Emirates, which constantly goes above and beyond to deliver experiences that surprise and delight. After hearing customers say that following a flight they simply wanted to feel “refreshed,” they reframed the boundaries of what’s possible in air travel, and installed showers into its first class cabins. Delivering this unparalleled customer experience resulted in tangible business results: in a notoriously unprofitable industry, Emirates has been profitable for 26 consecutive years, and saw a 13% increase in both revenue and number of passengers flown in 2013. To learn a lot more about these strategies for success and to encounter examples of companies reinventing their practices in order to elevate their CX, access a recording of the live event below.   ![UsableNet](https://blog.usablenet.com/hubfs/UsableNet%20Logo%20150%20x%20150.png) ### [UsableNet](https://blog.usablenet.com/author/usablenet-1) Founded in 2000, UsableNet created some of the first tools and platforms to make websites accessible and usable for all people. Starting out, we worked with government agencies as well as universities and corporations. Today, accessibility has become important to almost all companies. We provide accessibility solutions to Fortune 1000 companies, small and medium enterprises, government, and education organizations across industries including retail, travel, hospitality, food services, automotive, financial services, and healthcare. - - - - ### Related posts ![The First 2019 Mobile App ADA Claim is likely to be the first of many](https://blog.usablenet.com/hubfs/Does%20Your%20Website%20Represent%20Your%20Inclusive%20Brand.jpg) [The First 2019 Mobile App ADA Claim is likely to be the first of many](https://blog.usablenet.com/the-first-2019-mobile-app-ada-claim-is-likely-to-be-the-first-of-many) Apr 5, 2019 ![The Mobile Playbook (US) \[White Paper\]](https://blog.usablenet.com/hubfs/21.png) [The Mobile Playbook (US) \[White Paper\]](https://blog.usablenet.com/the-mobile-playbook-a-definitive-guide-to-getting-mobile-right-white-paper) May 18, 2016 ![State of Mobile in 2015 \[Infographic\]](https://blog.usablenet.com/hubfs/44.jpg) [State of Mobile in 2015 \[Infographic\]](https://blog.usablenet.com/a-look-at-the-state-of-mobile-in-2015) Nov 10, 2015 ![Boost Customer Engagement: How Dressbarn Took Control of Mobile \[Video\]](https://blog.usablenet.com/hubfs/itemeditorimage_56b8aa161e151.png) [Boost Customer Engagement: How Dressbarn Took Control of Mobile \[Video\]](https://blog.usablenet.com/boost-customer-engagement-how-dressbarn-took-control-of-mobile) Sep 18, 2015 ### Sign Up for the UsableNet Blog ### Recent Posts ![feature image](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Check-in, Messaging, and In-Stay Barriers for Blind Guests](https://blog.usablenet.com/hotel-website-accessibility-check-in-and-in-stay-barriers-for-blind-guests) Jul 15, 2026 ![feature image](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Browsing Room Options](https://blog.usablenet.com/hotel-website-accessibility-browsing-room-options) Jul 14, 2026 ![feature image](https://blog.usablenet.com/hubfs/Registration%20-%20Midyear%20Report.png) [Inside the 2026 Midyear Numbers: The ADA continues to be the ONLY true enforcement around](https://blog.usablenet.com/inside-the-2026-midyear-numbers-where-digital-accessibility-litigation-is-going) Jul 8, 2026 ### Posts by Topic - [Web Accessibility (311)](https://blog.usablenet.com/topic/web-accessibility) - [User Experience (113)](https://blog.usablenet.com/topic/user-experience) - [ADA Lawsuits (45)](https://blog.usablenet.com/topic/ada-lawsuits) - [ADA Website Compliance (38)](https://blog.usablenet.com/topic/ada-website-compliance) - [European Accessibility Act (34)](https://blog.usablenet.com/topic/european-accessibility-act) - [Mobile Web (30)](https://blog.usablenet.com/topic/mobile-web) - [Mobile Apps (27)](https://blog.usablenet.com/topic/mobile-apps) - [Retail (27)](https://blog.usablenet.com/topic/retail) ![](https://blog.usablenet.com/hubfs/Consultation%20Icon.svg) Need to improve digital usability, accessibility or performance? 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Stay up-to-date on our insights, the latest tech news and digital trends. ![International Association of Accessibility Professionals logo](https://blog.usablenet.com/hs-fs/hubfs/SaaS%20Theme/2023%20Header%20and%20Footer/IAAP-logo.png?width=150&height=81&name=IAAP-logo.png) © 2026 UsableNet Inc. ![International Association of Accessibility Professionals logo](https://blog.usablenet.com/hs-fs/hubfs/SaaS%20Theme/2023%20Header%20and%20Footer/IAAP-logo.png?width=150&height=81&name=IAAP-logo.png) © 2026 UsableNet Inc. ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "UsableNet", "url" : "https://blog.usablenet.com/author/usablenet-1" }, "dateModified" : "2023-03-23T04:40:03.133Z", "datePublished" : "2014-07-18T20:09:00.000Z", "headline" : "Customer Experiences: Strategies to Win in a Digital World [Blog]", "image" : [ "https://blog.usablenet.com/hubfs/96.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.usablenet.com/customer-experience-strategies-to-win-in-a-digital-world", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.usablenet.com/hubfs/UsableNet%20Logo_Black.png" }, "name" : "UsableNet Inc." } } ```