CHAPTER 13

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YOUR ROADMAP TOWHAT CUSTOMERS CRAVE

As the adage states, “Failing to plan is planning to fail.” This is certainly the case when you design customer experiences to grow your business and protect you from the competition. The bad news is one size does not fit all. Your roadmap needs to fit the unique and special needs of your business, your customers, and the market you serve.

With this in mind, I have created an action plan that allows you to ask the right questions so you can design the right experiences for your business. As you build your plan, remember that this is a dynamic process. You can’t create a plan once a year and assume ...

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