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Our company must create exceptional Customer Experiences that set us apart from our competitors.

The starting point of every Customer Experience is to know what our customers want. Delivering what our customers want must now be substantially supported by how we deliver what our customers wants.

Essentially, our company must first learn the fundamentals of customer interaction. Knowing the steps necessary to redesign our business in a more customer-centric fashion keeps us ahead of the race.

Focusing on individual customer touchpoints has ceased to be a competitive edge. Customer Experience of today has moved from individual customer touchpoints to a more holistic approach spanning the entire Customer Journey.

Reaching an ideal Customer Experience requires a journey of three progressive steps.

1. Observe: Understand the Interaction through the Customer’s Eyes.
2. Shape: Redesign the Business from the Customer Back.
3. Perform: Align the Organization to Deliver Against Tangible Outcomes.

Each step is backed up by building blocks that lay the foundation of directing our company towards an effective customer-centric organization.

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Source: Customer Experience Primer PowerPoint document

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Tag(s): Customer Experience Customer Journey

Number of Slides: 23 (includes cover, transition slides)

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Upload date (first version): May 9, 2018






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