Customer satisfaction is not enough. So said Stephen Cannon, President and CEO, Mercedes-Benz USA, during last year’s session, “Customer Experience Is the Brand: The Mercedes-Benz Case,” at Forrester’s Forum for Customer Experience Professionals East held in New York. Cannon’s point was that Customer Experience is your brand.
For Lululemon Athletica, operational excellence is at the heart of its ongoing customer experience strategy as it builds greater brand loyalty around the world. Last week, CEO....