How your service and product is reflected online

When many of us start a business we're immersed in the daily grind that goes hand-in-hand with a new venture but what many don't give enough thought to is the customer experience. Your business is only viable as long as it keeps delivering the goods – by which I mean, the whole experience including the way your customers feel about their interactions with you.

It's not enough these days to have a service or a product. We all have competitors so the experience that we deliver is ultimately what not only keeps people coming back, but also brings in more business.

Kmart has a legion of online influencers – none of which has been paid to advertise. Customers rave about the products and brand online because they genuinely love it and it has become a highly successful form of organic advertising.