If customer experience is a viable differentiation strategy in good times, it is doubly so today. Read the rest of this entry »
Customer Experience: More Important Than Ever in Tough Times
September 27th, 2009Customer Experience: More Important Than Ever in Tough Times
September 27th, 2009If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times. Read the rest of this entry »