Summer Reading: Customer Experience 3.0

Another summer reading installment!

Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service contains many ideas on improving customer experience, but one sticks with me: making sure that there are no unpleasant surprises. John Goodman, the author, believes that it’s more important than providing a wow experience. I agree.

Have you looked for unpleasant surprises? What did you find?

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