Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The best businesses do it in real time.
To successfully initiate a broad improvement program, deciding where and how to start is the crucial first step.
By understanding the considerations that influence behavior, companies can design and manage service encounters to maximize customer satisfaction.
To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.