6 Disciplines for Reaching Customer Experience Maturity: By Megan Burns
Most companies say they want to differentiate themselves based on a superior customer experience. But the reality is very few manage to provide an experience that truly differentiates a brand from competitors. Consider the health insurance industry: as a group, this entire industry is in its customer experience infancy, earning a “very poor” rating of just 53 (on a 100-point scale) in Forrester’s annual Customer Experience Index study.
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