An Emotional Connection Matters More Than Customer Satisfaction

Letto da: Fleet Cooper
Durata: 8 min

Sintesi dell'editore

In the search for profitable organic growth, more and more companies are making major investments in optimizing the end-to-end customer experience - every aspect of how customers interact with the company’s brand, products, promotions, and service offerings, on and offline. But most companies lack a strategic objective that spans the customer journey, can be understood and operationalized across the enterprise, and, most importantly, actually increases customer value. Without a clear, measurable, value-creating goal, companies risk expending huge amounts of human and capital resources without delivering any real financial return.

"An Emotional Connection Matters More Than Customer Satisfaction" is from hbr.org, published on August 29, 2016.

©2016 by the President and Fellows of Harvard College, All Rights Reserved (P)2016 Audible, Inc.

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