In the video below on CxO Talk, I asked Charlie Cole, Chief Digital Officer (CDO) of Tumi about how to create cohesion between offline/physical and online/digital customer experiences.
In my view, organizations of all sizes also have to be cognizant of the following:
- People’s attitude can affect your customer experiences
- Process/Flow/Organization/Order can affect your customer experiences
- Products of lower quality can affect your customer experiences
- Services that are not friendly can affect your customer experiences
- Technology that does not keep the customer as the focus can affect your customer experiences
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