Customer Experience: Exceeding Your Customer's Expectations

People’s expectations of brands have increased, seemingly on a daily basis. Customers (and colleagues) expect a consistent high-quality experience no matter what kind of organization you work for. David discusses how to integrate customer experience into your company’s strategy and how to measure the ROI through metrics.  Show notes: Dave refers to a book about how Net Promoter companies Thrive in a customer-driven world The Ultimate Question by Fred Reichheld.