When it comes to the application of customer experience strategies, companies tend to fall into one of three camps:
Customer experience, huh? These companies are clueless. They don't understand why a company would create a customer experience strategy around the ways in which customers interact with the products, people, and processes. Luckily, in the customer era, there aren't many that fall into this category.
Good intentions, but too short-sighted. These companies talk a big....