Customer Experience: More Important Than Ever in Tough Times



James Barnes
06/03/2009

If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a customer strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times—the current economic downturn is a wonderful time for those who truly understand the potential of the customer experience to rise to the occasion. But I see three problems with the application of cu...
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