Public Relations & Social Marketing Insight

Organizations the authors describe as “flat-earthers” look at customer experience from the rational and physical perspective — focusing on how quickly a delivery is made or how quickly a phone call is answered, or the objective quality of the product. 

The authors contend that more than 50% of customer experience is about how a customer feels. Here are the seven imperatives for moving to the next level of customer experience, as defined by the authors....