by: Karl Long
I’ve been convinced for a while that the customer experience is the key to valuable co-creation in companies and organizations, and yet I have felt a bit on the fringe, so I was absolutely knocked out when I read this business week article “Ruthless Focus On Customer Experience”.
1. Focus on the moment of truth2. Have well articulated brand values3. Make your technology (infrastructure, crm, etc.) work for your customers4. Think co-creation; bring your customers into the creative process5. Think holistically; take an eco-system approach
Big Tip of the Hat: Experience Planner
Original Post: http://blog.experiencecurve.com/archives/customer-experience-co-creation-kick-ass-business
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Scott Weisbrod says:
26 Jul 2006, 15:42
I heard that Jeneanne Rae has created a Customer Experience ctock index that tracks the performance of companies that invest in customer experience against the performance of the S&P 500.
I haven't been able to track the index down. So, I'm thinking - let's create our own.
What companies would be on that index? Looking at that BusinessWeek article, we might include Starbucks, Starwood, Whole Foods, TIVO, Apple.
Who else comes to mind?
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