Customer experience — not service — is the new battleground

Forget the customer is always right.

Of course, she is. But the new new thing in generating repeat business from clients is customer experience. That’s the “next battlefield,” says Paul King, founder of Rockaway Park, N.Y.-based Orion Development Group. Orion, in partnership with the Eckerd College Leadership Development Institute in St. Petersburg, is offering a series of customer experience training programs this summer. “Customer satisfaction surveys are nice,” adds King, “but those aren’t enough to create great customer loyalty.”