Customer Experience Innovation In Three Steps

February 14th, 2008

Bruce D. Temkin

With contributor:

Steven Geller

Summary

Companies looking to differentiate themselves through customer experience can discover innovative breakthroughs by following three steps: 1) uncover the needs; 2) design a disruptive strategy; and 3) evaluate the opportunity based on the R-W-W (real-win-worth it) screen. As more firms think strategically about customer experience, their needs will overlap the traditional boundaries of strategy consultants and design firms.

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