April 2019
Intermediate to advanced
288 pages
5h 57m
English
Every business in every industry faces a trade-off between the quality of the customer experience and the costs of providing it. Adding a glass of champagne and extra legroom on an airplane makes for better travel, but it also increases costs. An electric car with a Tesla-style 85-kilowatt-hour battery can go faster and longer between recharging cycles, but it also costs more than the Nissan Leaf’s 30-kilowatt-hour battery. A hotel providing personal concierge service leads to a superior customer experience compared with a surly desk clerk handing out local maps. In short, superior customer experiences come at the price of higher fulfillment costs. How can ...