Competing on Customer Experience

In a world where it’s more difficult to sustain a cost or product advantage, companies are increasingly focusing on the customer experience.  What are they doing?  What are the costs and benefits?  What will it mean for consumers, competitors, and investors?  We’ll show you.

At a time when products are becoming commoditized and any cost advantage can be fleeting, companies are increasingly building strategies around improving the customer experience.

What do customers want?  .....

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