Are you standardizing your customer experience out of business?
Standardization in customer experience scales quality and hides the customer in front of you. A core-and-edge rule for deciding which steps stay identical.
Tag
personalization
3 posts. All topics.
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Drive profit with customer experience: no-excuses rules 3 to 5
Customer experience and profit meet in three places: the right message, the moment of return, and the frontline. Rules 3, 4 and 5 of no-excuses CX explained.
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Serving up a nourishing meal
Customer recognition, seen from a restaurant table: menus are for strangers, regulars want to be known, and scale quietly removes the difference. A field note.
