Power or Pain?

There’s been a lot of buzz over the past couple of years about “Customer Experience” and many businesses still struggle to wrap their minds and dollars around effective strategies to harness the profits that it promises. Customer Experience encompasses every thought, conversation, and interaction that a person has in connection with your brand, products, and staff. It’s bigger than a bread basket.

So where should you start? How do you make the most of what’s already in play? And when do you get to that pot of gold at the end of the experience rainbow?

There are many perspectives on the subject out in the wilds of the internet, but this article from Harvard Business Review struck a chord with us so we’d like to share it with you.