With reference to what Warren Buffett spoke about at a small business summit, as much as Customer Experience (CX) and delighting customers is essential to business success and longevity, I’d say product quality or service quality is equally key.
There is a particular food vendor whose attitude to customers and employees could be quite a turn off despite her food being tasty. At a point, I decided to stop patronizing her, but I guess the food quality and customer experience (in terms of a clean eating environment) took me back.
I learned to overlook the attitude and other shortcomings. Businesses shouldn’t have to choose between good CX and product/service quality. Both are mutually vital to the success of a business over time. My thoughts.