Spend a few moments with this essay, and we’ll show you three things. First, customer experience is central. […] Second, customer experience is hard, because it’s not just about your front-line customer-facing employees. […] Third, delivering a great customer experience requires discipline—or more accurately, six disciplines that cut across every element of how your company operates.
Authors: Harley Manning, Josh Bernoff, Kerry Bodine
Subject: Customer Related