New White Paper “On Customer Experience” Now Available

“On Customer Experience: Benefits. Best Practices. Truth.” makes the case for adopting customer experience design as an enterprise level strategy. The white paper introduces the benefits of customer experience as a way to improve loyalty and improve brand performance.

Download On Customer Experience

It includes a self-assessment checklist to learn if customer experience design is the right way to go and it includes a seven-step best practice approach to launching and sustaining customer experience initiatives. The secret, according to Wittenstein, is to design twice. First, design the experience in a way that benefits customers, employees, and shareholders. Second, design an adoption experience for the people in the organization to learn how to deliver it enthusiastically and on-brand.