The New Frontier of Customer Experience: Purpose
After years of trying to improve customer experience, many organizations succeed only in addressing customer complaints and fixing pain points. But addressing pain points is merely a starting point. Loyalty belongs to those organizations who align their values with those of ...
After years of trying to improve customer experience, many organizations succeed only in addressing customer complaints and fixing pain points. But addressing pain points is merely a starting point. Loyalty belongs to those organizations who align their values with those of their customers and create a sense of purpose through their products and services. Creating a purposeful experience requires a new way of designing and implementing the customer experience. This session will explore the definition of the purposeful experience and its principle of design.