Customer experience can ultimately be an organization’s primary competitive advantage, if it is managed correctly. Exceptional customer service produces loyal customers who buy more, refer friends, resist special offers from competitors and forgive the occasional mistake. A new research report on customer experience sheds new light on the “seven sins” of customer experience -- key missteps that make organizations stumble when it comes to customer interaction.
A study examined the practices and behaviors of BCG's top 100 innovative firms around the world.
One study unearthed revealing differences - some behavioral, others cognitive - that separate real leaders from managers.