A blueprint for customer experience 2.0?
"We are tired of the entertainment," is the statement we heard from a chief customer officer of a major European mobile provider. It was a message of frustration from an executive who has been engaged in customer experience efforts for several years but has very little to show for it. He engaged consultants who sold him cool stories about Disney and Starbucks but failed to provide a recipe to turn HIS employees into those customer loving evangelists.
Lior Arussy is the founder and president of Strativity Group, a global customer experience research and consulting firm specialising in design, innovation and deployment of differentiating, profitable customer experiences. His books include Customer Experience Strategy: The Complete Guide From Innovation To Execution.