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Companies are typically organized by function, so product design, marketing, sales, operations, billing and customer service each see and impact only a part of the customer experience. But your customers don't make such distinctions. They judge their relationship with your company, brand and product on the sum total of their interactions with you. You may have the best product in the industry but if it is difficult to learn about, find or buy, then your customer's experience will be less than optimal. You may have the best call center in the business, but if your products are constantly shipped late, your reputation will suffer.
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