Building a Business Strategy Around Customer Experience

Customers do not experience your org chart, but they feel it every time they are asked to repeat themselves.

Experience strategy is largely a systems question: whoever picks up the conversation next needs to see everything that has already happened, without asking the customer to supply it again.

One view of the customer

Orders, tickets, invoices and conversations belong on the same record. Once they are, the improvements people usually associate with training — faster answers, fewer escalations — start to follow on their own.