“You are all going out of business, slowly, but you don’t know it yet.” says CEO, Forrester Research

Through decades of observations and company research, is that customer experience categorically drives revenue growth, and the most successful companies today are customer-obsessed with the DNA to match. The have made the shift from Customer Aware to Customer Led, where customer opinion drives the next generation of products and services. Ultimately good employee culture drives great customer culture an airline could have the best booking and ticketing system, but if you get on the plane and the crew have a bad attitude, it creates a bad culture with customers.

Key Takeaways:

• The have made the shift from Customer Aware to Customer Led, where customer opinion drives the next generation of products and services.
• Metrics should be able to give you prescription for what you have to change – even better if you can get to one core metric so the organization is all speaking one language.
• Time to indulge that obsessive-compulsive behavior and target it squarely and you, me and the billions of customers, employees and citizens around the world.

“Customer-obsessed organizations are always working on process – to simplify it, improve it, and make it seamless to their customers.”

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