The experience customers have with your products and services are the primary driver of business growth. Unfortunately, history has shown its extraordinarily easy to make uneconomic investments in the enhancement of customer experiences. Many of the most common approaches fuel this uneconomic investment: "voice of the customer" research, touchpoint mapping, service level improvement, training and motivating employees, etc... More often than not, these approaches lead to improvements that are no more than "better sameness."
This white paper describes three things required to create highly profitable and competitively relevant experiences... that move beyond better sameness.
White paper: Customer Experience - Beyond Better Sameness