CHAPTER 14Action Items for Achieving the Customer Experience Edge
Businesses that cannot adapt to the new business realities that demand customer centricity will be faced at best with second-class status, and at worst with defeat.
CAN YOUR CUSTOMERS LIVE without you? This question (asked in Gallup customer engagement polls)1 is at the heart of the customer experience edge that we’ve discussed throughout this book. But while many companies are working to strengthen their customer experience, few are achieving the customer experience edge.
To recap, today’s business world is characterized by rampant commoditization, sluggish growth in mature markets, increasingly digital channels of interaction, democratization of information, and changing customer ...
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