S2 E615: Encore Episode - Quantifying the value of the customer experience
Jan 25, 2021•10 min•Season 2Ep. 615
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Episode description
Yesterday’s episode dealt with organizations that leverage information on customers to provide as little service as possible. Today’s PROJECT DISTINCT looks at the flip side: quantifying the return a business obtains through an Ultimate Customer Experience ®. Scott McKain reveals research published in Harvard Business Review and discusses why now is the time the discussion should be over: it doesn’t matter what you might think…the evidence clearly shows companies and professionals who deliver a better experience are more profitable than the competition.
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