September 24, 2012
Oh wow! Another consultancy firm gets CX on its radar. Almost no 'design' mentioned.
"Creating a unique customer experience is one of the best ways to achieve sustainable growth, particularly in industries that are stagnating. If a telco, a utility, or an insurance company can create a highly differentiated customer experience that turns dissatisfaction or indifference into delight, it will recruit an army of vocal advocates online and offline, gain market share, and generate revenue growth."
Posted by PJB at September 24, 2012 9:34 AM | Classification: Customer experience