Tag Archives: Customer Experience

Customer Experience – The Three Legged Stool

Over the years I witnessed the never ending debate between practitioners of Customer Service/Support and Marketing over which one of them is more critical to the delivery of outstanding Customer Experience. The debate itself is a testimony that these practitioners … Continue reading

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End of Product

you are no longer set to design a “product”, but to design a “service” to deliver a simple and consistent experience for your customers, who are trying to obtain the outcome they actually desire. Continue reading

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Customer Reviews – Trust, but Verify

The customer reviews work well when consumers can read actual descriptions of customer experiences and apply them to their own expectations of experience Continue reading

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Voice of Customers Challenge to Product Managers

Many practitioners are convinced that customers do not know what they want, until they experience a remarkable product they cannot live without. Continue reading

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Which is a better investment – Customer Experience or Brand Management?

New research published in the Harvard Business Review examines trends of brand and customer value components as percentages of overall enterprise valuation Continue reading

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