For Customer Experience Professionals

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December 12, 2008 Topic Overview: Customer Experience In A Down Economy by Harley Manning, Moira Dorsey with Bruce D. Temkin, Megan Burns, Rachel Zinser	Average: 5  (1 rating)

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Executive Summary

As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that the experiences they offer don't degrade — and hopefully improve — during the economic downturn. To do this, customer experience professionals should focus on keeping current projects from getting cut, making the business case for funding new projects, investing in small projects that pay large dividends, and identifying the investments they must make to achieve the next level of Experience-Based Differentiation (EBD) maturity when the inevitable recovery occurs and budgets improve.

TABLE OF CONTENTS

• Why Customer Experience Matters Even More In A Recession
• Best Practices For Customer Experience During Tough Economic Times
• Upcoming Research
• For More Information
• Related Research Documents

This is an excerpt