Becoming a customer experience-driven business
Peter Merholz, founding partner and president of Adaptive Path, now writes the “Experience Matters” column for the revamped HarvardBusiness.org where he tries “to articulate the things that matter to us, to folks who know little to nothing of what we do, but without whom we ultimately wonâ€™t succeed.”
The first article, “Becoming a customer experience-driven business,” just went online:
“Customer experience is an organizational mindset. It’s not something a business buys, it’s something a business becomes.
Customer experience refers to the totality of experience a customer has with a business, across all channels and touchpoints.”
(via Adaptive Path blog)