The Ultimate Customer Experience
Entrepreneurs often think they must do whatever they can to satisfy their customers. But satisfied customers defect all the time, and if you want to derive a competitive advantage from the product or service experience you offer, it's not enough to satisfy people--you need to impress them.
That's what success in business really comes down to: Delivering experiences that people don't enjoy just in the moment, but also remember well into the future--thereby cultivating the repurchase and referral behaviour that's the lifeblood of any organization.
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Essential product management skills
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How to identify and prioritize customer needs
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