Executive Summary:
The Quality of the Customer ExperienceSM your company delivers is the biggest competitive barrier you can erect. It takes a long time for competitors to emulate a great customer experience. Why? Because having a customer-centric culture is a prerequisite for delivering a great customer experience. It takes years to build a corporate culture. Here are three different approaches.
In this report, we look more deeply at one of the
best practices that truly differentiates the leaders
from the laggards in customer experience
delivery. We describe the ways in which three
companies—Caterpillar Financial Services,
Harrah’s Entertainment, and Lands’ End—have
established and nurtured their own customercentric
cultures.
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