Your definition of customer experience is wrong, and here’s why, right, there’s lots of different definitions of what Customer experience is, and if we put them together, we might end up with something like this, the sum of the interactions, perceptions and feelings a customer has with your company.
You might think that’s a pretty decent definition, James, but you’d be wrong. Most of the definitions you find are going to run along the same theme. Okay, the problem is that theme is completely inside-out. These definitions take a company view of customer experience, not a customer view of customer experience. Go figure. Let’s say that we’re an airline…..
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Do you want to embrace advanced BPM and become Outside-In?
I have just done a 3 minute explainer video for Outside-In – see it here: https://bit.ly/OIDifference
Then follow these steps….
Step #1 – Get The Book:
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Step #4 – Connect With The Community:
LinkedIn | https://bit.ly/Steve2021
Step #5 – Keep Pace with Change
Recent Interview | http://bit.ly/STInnovation
Step #6 – New Article – Customer Obsession
LinkedIn (3 minute read) | https://lnkd.in/dHeCJhN
