Articles / Brand / Implementation / Quality / Recommended Reading / Relationship

The Value of Customer Experience, Quantified

Image credit: http://blogs.hbr.org/

Image credit: http://blogs.hbr.org/

The Value of Customer Experience, Quantified
Peter Kriss

HBR Blog Network | August 1, 2014

Intuitively, most people recognize the value of a great customer experience. Brands that deliver them are ones that we want to interact with as customers — that we become loyal to, and that we recommend to our friends and family. But as executives leading businesses, the value of delivering such an experience is often a lot less clear, because it can be hard to quantify. Rationales for focusing on customer experience tend to be driven by a gut belief that it’s just “the right thing to do.” The problem with this is that often, whether experience is a priority or not simply becomes a battle of opinions.

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