On Customer Experience: Benefits. Best Practices. Truth
"Good customer experience design starts with understanding what your customers care about most. Understanding which promises are most important to your customers, then aligning your organization to make and keep them, isthe leader’s most important role. When what the customers want most is what the business does best, the ‘rising tide effect’ kicks in and everyone benefits." - Mike Wittenstein
Tags: customer experience | Mike Wittenstein | Apple | Virgin | Starbucks | Disney | American Express | B2B
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