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....
Time to rethink customer service and pricing all you "flat-earthers". Good read.