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Monetizing Customer Experience
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Stop trying to delight your customers!
Experts predict that by 2020, next year, customer experience will overtake product and price as a means of gaining competitive advantage. Yet CX is often seen as a philanthropic, cost centered way to delight customers with random acts of kindness, freebies and perks. These types of activities are not effective for customer retention and equally importantly, they deliver a negative ROI. Is there a better way to design the CX that truly impacts business? Reducing customers effort is the most effective way to deliver CX that delivers measurable value to customers as well as business.
Strategy and Innovation Firms