
What do customers choose over price AND convenience?
Customer experience.
This hit home for me recently while I was sitting in the dentist’s chair waiting to have a crown replaced. I had some time to kill while my left cheek and gums were numbed, and I was marveling over the fact that, while having ANY kind of work done on my mouth ranks among my top two LEAST favorite things to do, I go out of my way to see this particular dentist. Over two hundred miles and almost 5 hours roundtrip, to be exact.
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