Customer experience strategy is not addressed with a clear sense of urgency even if it will provide your company's competitive advantage moving forward. Most top executives, no matter the amount of lip service they pay to the ideal, do not really believe in it. They refuse to invest properly in the customer experience because they insist on avoiding the price of change -- while hoping to delay the inevitable just a little bit longer. Making the numbers in the short term is not an indication of future success. Investing in the customer experience is. It's time to stop the denial and start balancing the short-term goals against the necessity of that investment.
CUSTOMER CENTRICITY BY LIOR ARUSSY “At Lea
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