The experiences customers have with your products and services are the primary driver of business growth. Most organizations today have some form of customer experience program underway. The vast majority of these programs are attempling to keep up with rapidly accelerating customer expectations by making a wide range of incremental service quality and technology enhancements. Unfortunately, these improvements are rarely enough to transform the experience in the eyes of the customer or generate substantial and sustained changes in the customer behaviors required to drive growth or even remain relevant.
The most recent edition of this white paper describes three fundamental components required to create highly profitable and competitively relevant signature experiences... that move beyond better sameness. Enjoy: CI - Customer Experience - Beyond Better Sameness 2015 v3