“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs
Every business wants to create a total “Customer Experience”. But where do you start? And how do you have a single, consistent – and persistent – relationship with a customer who engages with you across multiple channels? In short, how do you convert your customer into a strong brand advocate?
For a true Customer 360 program, the key is executive and business commitment and consistency in experience across multiple touch-points.
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