If we could 'be a fly on the wall' observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers -- but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers' shoes?
Customer Experience Scope
We often short-change our perspective of the customer experience. A panoramic view of the customer's pressures, delights, wishes, and… Continue