customer experience

Leading the creation of a unique Customer Experience is a whole new ball game for most leaders. Here's an example to help you conceptualize it and embed how you are going to lead your organization in a way that creates a unique and defining Customer Experience (instead of just focussing on the old, established way of thinking of customers - customer satisfaction surveys etc. - which is now no longer enough).

Hub member Shaun Smith helped pioneer the field of 'leading the Customer Experience' - recognising and designing the experience your customers go through - and is also an authority on the power of instinct in business and in business leadership. His most recent book is See, Feel, Think, Do . Ask him a question by clicking on 'add comment', below. Or, if you'd rather ask Shaun privately, click on his face and leave a private message in his 'My Page'.