Customer Experience: The Next Battleground - Businesses are most successful when their customers are their best promoters

摘要

AMONG the wise things your mother told you was to not run with scissors, and not to worry about what other people think. The advice about scissors was on the money, but she was wrong about the other thing — at least for business. In business, if we don't know what customers and prospects think about us, we are unable to strategically plan our path forward. The customer experience is the sum of all the interactions a customer has with your company's people, products, and services during a buying cycle.