How to Become a Customer-Experience-Focused Organization
- Show, Don’t Tell: Allow prospects to try a product that will improve the buying experience and give important behavioural data that can help to further personalise the experience.
- Use a customer lifecycle framework rather than a product lifecycle or marketing/sales funnel.
- Understand the whole customer journey, instead of just part of a transaction or experience.
- Align goals around the customer experience and prioritise the Customer Lifetime Value (CLV) metric across departments.
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