🔓 4: Somebody’s going to eat your lunch

Defining “customer experience”, cultivating a customer-first culture, and building a program to meaningfully improve across key touchpoints.

• #SaveFerris:
  • Ferris Bueller knew how to create an amazing experience
• Customer Experience:
  • Jeff Bezos on customer-focus
  • Shipping the org chart
  • Cartoon: customer satisfaction metrics
  • 100 of the Most Customer Centric Companies (2019)
  • Resource: Customer Journey Program Template
• Sponsored by:
  • Khoros software and services help you win, serve, and grow customers across social marketing, digital care, and branded communities.