CHAPTER 11
The Customer Experience
Shifting now to the external brand side of your business, you’ll discover that the essential strategy is similar to your strategy with internal customers or employees. This simplified unification is the foundation of a world-class organization’s competitive edge. In the context of the World Class Excellence Model, the first element of the Six Ps Customer Formula is the promise—the up-front commitment being made to the brand and to the culture. As the catalyst of the business success formula, everything that follows the promise (the delivery of the products and services) should exceed whatever is being promised. ...
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