Customer experience: Time to tackle the 900lb Gorilla in the room!
Graham Hill says it's time that we understood that the most important touchpoints are not about marketing, sales or service, but about the weeks, months, even years of product usage. Only then can we build a customer experience that creates value for customers - and companies.
Graham Hill has been a Management Consultant, Interim and Director for over 30 blue-chip companies, in 15 different countries, over the past 30 years. Most of his work has involved building complex service systems, directing their implementation and managing the resulting organisational transformation. He is an acknowledged SME in customer...