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The Leadership Book, 2nd Edition by Mark Anderson

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The customer journey 2: technology journey

However thoroughly a business reviews its customer touch points, it also needs to be sure that its technology strategy is aligned to the customer.

Frequency – periodic reviews.

Key participants – all customer-facing staff.

Leadership rating ****

Objective

No business today operates without even the most rudimentary PC-based technology. Increasingly technology underpins nearly every customer interface. Consider even a limited list:

  • online and in-app ordering and e-mail confirmations;
  • speech-recognition telephone ordering;
  • credit card and PayPal payment systems;
  • web-based customer service;
  • social media interaction;
  • online information resources – including ‘frequently asked questions’;
  • electronic ...

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