It’s easy enough to say “Let’s map our experience!” All you need to do is trace back through your processes and BLAMMO! You have a map. But we all know that’s not how it works.
Archives for June 2010
I wasn’t sleeping, I wasn’t able to focus and I was DOWN. I’ve never been down like that.
“As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers’ ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences above and beyond customers’ current expectations.” ~ from the Executive Summary of the Forrester report: […]