Experience Schmerienceread — January 2017
Across the globe, leadership teams at many companies are talking about improving the customer experience being their primary enterprise priority.
Ultimately however, most enterprises aren’t ready to commit to following through with the ideal of delivering for the customer. It’s a hard conversation to have, and few are prepared to have it.
When we talk about delivering on the ‘customer experience’ it is often filtered through the lens of ‘what customer experience are we capable of delivering?’, instead of ‘what customer experience should we evolve to deliver?’.
This disconnect often delays the inevitable, slow and painful death of a company. What is required is a radical change of both approach and delivery with the customer’s needs at heart.
Viability is now determined by market demand.Cont. reading