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 truth
2. Have well articulated brand values
3. Make your technology (infrastructure, crm, etc.) work for your customers
4. Think co-creation; bring your customers into the creative process
5. Think holistically; take an eco-system approach

Big Tip of the Hat: Experience Planner

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