{"id":15663,"date":"2024-02-19T10:37:01","date_gmt":"2024-02-19T09:37:01","guid":{"rendered":"https:\/\/www.mti2.eu\/?page_id=15663"},"modified":"2024-02-23T15:46:28","modified_gmt":"2024-02-23T14:46:28","slug":"customer-experience","status":"publish","type":"page","link":"https:\/\/www.mti2.eu\/brain-snacks\/customer-experience\/","title":{"rendered":"Brain snacks: Customer Experience"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"15663\" class=\"elementor elementor-15663\" data-elementor-post-type=\"page\">\n\t\t\t\t\r\n        <section class=\"elementor-section elementor-top-section elementor-element elementor-element-1391695 elementor-section-content-bottom elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"1391695\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a53b7c4\" data-id=\"a53b7c4\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-e1076bb elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"e1076bb\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.mti2.eu\/brain-snacks\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"material zmdi zmdi-long-arrow-left\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Go Back<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\r\n\t\t<div data-dce-title-color=\"#25224D\" class=\"elementor-element elementor-element-2163ce3 elementor-widget elementor-widget-ct_heading\" data-id=\"2163ce3\" data-element_type=\"widget\" data-widget_type=\"ct_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"ct_heading-2163ce3\" class=\"ct-heading h-align-left sub-style3 ct-heading-left item-st-default\">\r\n    <div class=\"ct-item--inner\">\r\n        <div class=\"ct-inline-css\" data-css=\"\r\n            \">\r\n        <\/div>\r\n                    <div class=\"item--sub-title style3 show-line\">\r\n                                                                Brain Snacks                                                                            <\/div>\r\n                <h2 class=\"item--title st-default case-animate-time\" data-wow-delay=\"ms\">\r\n                        <span class=\"sp-main\">\r\n                \r\n                Customer Experience: Books\r\n                \r\n                            <\/span>\r\n                    <\/h2>\r\n    <\/div>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75793a9 elementor-widget elementor-widget-text-editor\" data-id=\"75793a9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><i>Books chosen by our experts; Summaries offered by Google\u2019s GenAI Gemini<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-7ebe300 elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"7ebe300\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-b1a8b48\" data-id=\"b1a8b48\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-cdcc9cd elementor-widget elementor-widget-image\" data-id=\"cdcc9cd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"185\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/competingagainstluckbook-flat-e1708617164855-185x300.jpg\" class=\"attachment-medium size-medium wp-image-15668\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/competingagainstluckbook-flat-e1708617164855-185x300.jpg 185w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/competingagainstluckbook-flat-e1708617164855.jpg 287w\" sizes=\"(max-width: 185px) 100vw, 185px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-d988859\" data-id=\"d988859\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-d7bbfe4 elementor-widget elementor-widget-text-editor\" data-id=\"d7bbfe4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Move beyond traditional customer focus and identify the &#8220;jobs&#8221; customers seek to accomplish, enabling businesses to create innovations that truly resonate and drive sustainable growth.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85101a6 elementor-widget elementor-widget-text-editor\" data-id=\"85101a6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Christensen, Clayton M., Karen Dillon, Taddy Hall, David S. Duncan (2016).\u00a0<i>Competing Against Luck: The Story of Innovation and Customer Choice.\u00a0<\/i>Harper Collins [<a href=\"https:\/\/www.amazon.com\/Competing-Against-Luck-Innovation-Customer\/dp\/0062435612\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-7aaa23e\" data-id=\"7aaa23e\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-17a79ac elementor-widget elementor-widget-image\" data-id=\"17a79ac\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"199\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Hooked-Nir-Fyal-flat-199x300.jpg\" class=\"attachment-medium size-medium wp-image-15669\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Hooked-Nir-Fyal-flat-199x300.jpg 199w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Hooked-Nir-Fyal-flat.jpg 295w\" sizes=\"(max-width: 199px) 100vw, 199px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a5ba512\" data-id=\"a5ba512\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-aa6588b elementor-widget elementor-widget-text-editor\" data-id=\"aa6588b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This book delves into the psychological triggers that drive user behavior and outlines a framework for designing products that form habits, fostering long-term engagement and loyalty.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e73938f elementor-widget elementor-widget-text-editor\" data-id=\"e73938f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Eyal, Nir and Ryan Hoover (2014).\u00a0<i>Hooked: How to Build Habit-Forming Products.\u00a0<\/i>Penguin Books [<a href=\"https:\/\/www.amazon.com\/Hooked-How-Build-Habit-Forming-Products\/dp\/1591847788\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-f24831a elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"f24831a\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-3b5bd8e\" data-id=\"3b5bd8e\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-6976041 elementor-widget elementor-widget-image\" data-id=\"6976041\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"200\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/How-to-win-book-200x300.jpg\" class=\"attachment-medium size-medium wp-image-15670\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/How-to-win-book-200x300.jpg 200w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/How-to-win-book.jpg 311w\" sizes=\"(max-width: 200px) 100vw, 200px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-662c3a6\" data-id=\"662c3a6\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-911df73 elementor-widget elementor-widget-text-editor\" data-id=\"911df73\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ten principles to help businesses design a customer-centric culture. The author argues that culture is the foundation for building a successful customer-centric business, and that employees should be put first in order to create a positive customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4228336 elementor-widget elementor-widget-text-editor\" data-id=\"4228336\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Franz, Annette (2022). <em>Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. <\/em>[<a href=\"https:\/\/www.amazon.com\/Built-Win-Designing-Customer-Centric-Business-ebook\/dp\/B09S4QB52V\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-2d0917f\" data-id=\"2d0917f\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-f74ccd3 elementor-widget elementor-widget-image\" data-id=\"f74ccd3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"196\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-power-of-moments-book-196x300.jpg\" class=\"attachment-medium size-medium wp-image-15671\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-power-of-moments-book-196x300.jpg 196w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-power-of-moments-book.jpg 304w\" sizes=\"(max-width: 196px) 100vw, 196px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-9b3efe8\" data-id=\"9b3efe8\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-58a6e66 elementor-widget elementor-widget-text-editor\" data-id=\"58a6e66\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"pending\">Transform everyday encounters into lasting memories!<\/span><span class=\"pending\"> Uncover secrets from real-life stories and practical tips to create unexpected,<\/span><span class=\"pending\"> personal moments that leave a positive impact.<\/span><span class=\"pending\"> Learn how to weave magic into your interactions,<\/span><span class=\"pending\"> just like the pros!<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5e63c33 elementor-widget elementor-widget-text-editor\" data-id=\"5e63c33\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Heath, Chip and Dan Heath (2019). <em>The Power of Moments: Why Certain Experiences Have Extraordinary Impact<\/em>. Transworld Publ. [<a href=\"https:\/\/www.amazon.com\/Power-Moments-Certain-Experiences-Extraordinary\/dp\/0593079264\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-db7bac2 elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"db7bac2\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-e85dabd\" data-id=\"e85dabd\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-cef97ff elementor-widget elementor-widget-image\" data-id=\"cef97ff\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"202\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Competing-for-customer-time-attemtopm-and-money-book-202x300.jpg\" class=\"attachment-medium size-medium wp-image-15710\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Competing-for-customer-time-attemtopm-and-money-book-202x300.jpg 202w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Competing-for-customer-time-attemtopm-and-money-book.jpg 314w\" sizes=\"(max-width: 202px) 100vw, 202px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-7ee980b\" data-id=\"7ee980b\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-a4b8662 elementor-widget elementor-widget-text-editor\" data-id=\"a4b8662\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p data-sourcepos=\"3:1-3:142\"><span class=\"pending\">In the experience economy,<\/span><span class=\"pending\"> businesses win by designing and delivering memorable experiences,<\/span><span class=\"pending\"> not just selling products.<\/span><span class=\"pending\"> This shift demands prioritizing emotions and connections over mere transactions.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3525e7d elementor-widget elementor-widget-text-editor\" data-id=\"3525e7d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Pine II, B. Joseph, and James H. Gilmore (2019). &#8220;The Experience Economy: Competing for Customer Time, Attention, and Money<em>&#8221; (revised ed.).\u200e Harvard Business Review Press <\/em>[<a href=\"https:\/\/www.amazon.com\/Experience-Economy-New-Preface-Authors\/dp\/1633697975\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-6d4415f\" data-id=\"6d4415f\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap\">\n                    \n                    <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-072f716\" data-id=\"072f716\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap\">\n                    \n                    <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-8ce6d2a elementor-section-content-bottom elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"8ce6d2a\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c8b1471\" data-id=\"c8b1471\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div data-dce-title-color=\"#25224D\" class=\"elementor-element elementor-element-82f9778 elementor-widget elementor-widget-ct_heading\" data-id=\"82f9778\" data-element_type=\"widget\" data-widget_type=\"ct_heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"ct_heading-82f9778\" class=\"ct-heading h-align-left sub-style3 ct-heading-left item-st-default\">\r\n    <div class=\"ct-item--inner\">\r\n        <div class=\"ct-inline-css\" data-css=\"\r\n            \">\r\n        <\/div>\r\n                <h2 class=\"item--title st-default case-animate-time\" data-wow-delay=\"ms\">\r\n                        <span class=\"sp-main\">\r\n                \r\n                Customer Experience: Articles\r\n                \r\n                            <\/span>\r\n                    <\/h2>\r\n    <\/div>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4066961 elementor-widget elementor-widget-text-editor\" data-id=\"4066961\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><i>Articles chosen by our experts; Summaries offered by Google\u2019s GenAI Gemini<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-bddc5a6 elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"bddc5a6\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-61a0a6b\" data-id=\"61a0a6b\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-5b7ed70 elementor-widget elementor-widget-image\" data-id=\"5b7ed70\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"212\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-five-discipines-of-customer-experience-leaders-article-image-212x300.png\" class=\"attachment-medium size-medium wp-image-15712\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-five-discipines-of-customer-experience-leaders-article-image-212x300.png 212w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/The-five-discipines-of-customer-experience-leaders-article-image.png 566w\" sizes=\"(max-width: 212px) 100vw, 212px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-316b341\" data-id=\"316b341\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-4b1faa4 elementor-widget elementor-widget-text-editor\" data-id=\"4b1faa4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This article outlines five key disciplines that customer experience leaders employ to create exceptional customer experiences. These disciplines emphasize a clear vision, identifying critical touchpoints, leveraging feedback, redesigning for customer-centricity, and fostering a supportive culture.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9cb1edc elementor-widget elementor-widget-text-editor\" data-id=\"9cb1edc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Debruyne, Fr\u00e9d\u00e9ric and Andreas Dullweber (2015), \u201cThe Five Disciplines of Customer Experience Leaders,\u201d <em>Bain &amp; Company <\/em>[<a href=\"https:\/\/media.bain.com\/Images\/BAIN_BRIEF_Five_disciplines_of_customer_experience_leaders.pdf\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-b6f47cc\" data-id=\"b6f47cc\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-e8d3158 elementor-widget elementor-widget-image\" data-id=\"e8d3158\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"212\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Customer-experience-in-the-age-of-ai-Article-212x300.png\" class=\"attachment-medium size-medium wp-image-15706\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Customer-experience-in-the-age-of-ai-Article-212x300.png 212w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Customer-experience-in-the-age-of-ai-Article.png 566w\" sizes=\"(max-width: 212px) 100vw, 212px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-6c82fe6\" data-id=\"6c82fe6\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-3e982b7 elementor-widget elementor-widget-text-editor\" data-id=\"3e982b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This article explores how AI can be leveraged to deliver personalized customer experiences, emphasizing the significance of personalization and the hurdles in achieving a seamless customer journey. It presents examples of businesses successfully employing AI to enhance their customer experiences.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-faef075 elementor-widget elementor-widget-text-editor\" data-id=\"faef075\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Edelman, David C. and Mark Abraham (2022), \u201cCustomer experience in the Age of AI,\u201d\u00a0<i>Harvard Business Review\u00a0<\/i>[<a href=\"https:\/\/hbr.org\/2022\/03\/customer-experience-in-the-age-of-ai\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n                <section class=\"elementor-section elementor-top-section elementor-element elementor-element-2130da7 elementor-section-boxed elementor-section-height-default elementor-section-height-default ct-header-fixed-none ct-row-max-none\" data-id=\"2130da7\" data-element_type=\"section\">\n            \n                        <div class=\"elementor-container elementor-column-gap-default \">\n                    <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-9f80a77\" data-id=\"9f80a77\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-3f738f0 elementor-widget elementor-widget-image\" data-id=\"3f738f0\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"212\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Understanding-customer-experience-image-212x300.png\" class=\"attachment-medium size-medium wp-image-15711\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Understanding-customer-experience-image-212x300.png 212w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Understanding-customer-experience-image.png 566w\" sizes=\"(max-width: 212px) 100vw, 212px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-1228a36\" data-id=\"1228a36\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-966b2b7 elementor-widget elementor-widget-text-editor\" data-id=\"966b2b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"pending\">Customer experience is key to business success,<\/span><span class=\"pending\"> but there&#8217;s a gap between what companies think they deliver and what customers experience.<\/span><span class=\"pending\"> The article offers tips to measure and improve customer experience.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a10fe04 elementor-widget elementor-widget-text-editor\" data-id=\"a10fe04\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Meyer, Christopher and Andre Schwager (2007), \u201cUnderstanding Customer Experience,\u201d <em>Harvard Business Review\u00a0<\/em>[<a href=\"https:\/\/hbr.org\/2007\/02\/understanding-customer-experience\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-48e4fef\" data-id=\"48e4fef\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-8c26260 elementor-widget elementor-widget-image\" data-id=\"8c26260\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"212\" height=\"300\" src=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Net-Promoter-3.0-image-212x300.png\" class=\"attachment-medium size-medium wp-image-15716\" alt=\"\" srcset=\"https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Net-Promoter-3.0-image-212x300.png 212w, https:\/\/www.mti2.eu\/wp-content\/uploads\/2024\/02\/Net-Promoter-3.0-image.png 566w\" sizes=\"(max-width: 212px) 100vw, 212px\" loading=\"eager\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                <div class=\"elementor-column elementor-col-25 elementor-top-column elementor-element elementor-element-a42edf0\" data-id=\"a42edf0\" data-element_type=\"column\">\n        <div class=\"elementor-widget-wrap elementor-element-populated\">\n                    \n        \t\t<div class=\"elementor-element elementor-element-741a2d7 elementor-widget elementor-widget-text-editor\" data-id=\"741a2d7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"pending\">This article proposes a new metric,<\/span><span class=\"pending\"> earned growth rate,<\/span><span class=\"pending\"> to measure customer loyalty,<\/span><span class=\"pending\"> arguing it is superior to the Net Promoter Score (NPS).<\/span><span class=\"pending\"> Earned growth rate considers repeat customers and referrals,<\/span><span class=\"pending\"> making it more objective than NPS,<\/span><span class=\"pending\"> which relies on subjective surveys.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-05f165a elementor-widget elementor-widget-text-editor\" data-id=\"05f165a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Source: Reichheld, Fred, Darci Darnell, and Maureen Burns (2021), \u201cNet Promoter 3.0,\u201d <em>Harvard Business Review <\/em>[<a href=\"https:\/\/hbr.org\/2021\/11\/net-promoter-3-0\" rel=\"nofollow noopener\" target=\"_blank\">Link<\/a>]<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t            <\/div>\n        <\/div>\n                    <\/div>\n        <\/section>\n        \t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Go Back Brain Snacks Customer Experience: Books Books chosen by our experts; Summaries offered by Google\u2019s GenAI Gemini Move beyond traditional customer focus and identify the &#8220;jobs&#8221; customers seek to accomplish, enabling businesses to create innovations that truly resonate and drive sustainable growth. Source: Christensen, Clayton M., Karen Dillon, Taddy Hall, David S. Duncan (2016).\u00a0Competing [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":9918,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-15663","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/pages\/15663","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/comments?post=15663"}],"version-history":[{"count":0,"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/pages\/15663\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/pages\/9918"}],"wp:attachment":[{"href":"https:\/\/www.mti2.eu\/wp-json\/wp\/v2\/media?parent=15663"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}