Mark Schaefer – Looking Beyond Experience to Measure Customer Outcomes
In recent years business leaders have eagerly embraced the importance of creating world-class experiences that lead to deeper customer relationships. While this evolution has been fruitful, new research shows that experiences are not enough if they don’t lead to the desired outcome. Customer Outcomes is the true customer goal and the next phase of customer experience.
Mathew Sweezey and Dave Duke explain this in an article published on businessesgrow.com.