Managing Customer Experience

Productivity, profits and stock value share one essential ingredient: the satisfied customer.

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Razzle-dazzle. Song and dance. Themes and decorations. Lights, action, music. That's entertainment! Nope – that's sales.

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Develop and track the emotional, irrational and psychological clues that will win customers and influence their spending.

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To manage your customers’ experiences with you, see yourself — and your business processes — as they see you.

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