Day: November 15, 2015

The First Step to Building a Customer Experience Strategy – Understand Corporate Strategy

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy. Step 1: Understand Corporate …

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