Improving Customer Experiences - Is It Still Important Or Is Price The Only Thing That Matters?

Scott Glatstein — Fri, 20 Nov 2009 14:45:57 -0500

Has the economic downturn minimized the importance of the Customer Experience?

In Chapter 5 of my book, Strategy Activation: How to Turn Your Vision into Marketplace Success, I talk about how important it is to improve your holistic customer experience to differentiate your company from your competitors. As products and services continue down the inexorable path toward commodification, it is the ongoing customer experience that drives customers to choose one vendor over another.

5 Marketplace Implementation Lessons from a Corporate Strategy Execution Consultant with 25+ Years of Experience

Scott Glatstein — Tue, 30 Dec 2008 15:41:55 -0500

The best-laid strategic plans often go awry once exposed to the light of day and the rudeness and ruthlessness of reality.

Former President Lyndon Johnson understood that. He often told a story of a man who had applied for a job as a flagman at a railroad crossing. The man was told he'd be handed the job if he could pass a test consisting of just a single question