I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that...
Read More Who are your innovators?I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of...
Read More Great customer experiences happen by designCustomer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote...
Read MoreAAA • American Express • Apple • AT&T • Blue Cross Blue Shield • CBR • Consumer Electronics Association (CEA) • Cisco Systems • Coca Cola • Commonwealth of Australia (Australia) • Daimler Chrysler Dell • Department of Defense (U.S.) • Duke Power • Federal Trade Commission • Ford • HP (U.S., Netherlands, etc.) • Humana • IKEA (Norway) • Intuit • Mead Johnson Nutritionals • Met Life • Microsoft • SEE MORE >
The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way.
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