Knocking the Socks off them! Understanding your Customers and then Continuously Exceeding their expectations
Knocking the socks off them, requires a strategic customer focus, not just tinkering with the customer experience. Talking to our friends Andy Bull and Lee Sheldon of Mastering Multi-Units, and using examples from Disney, the London 2012 Summer Olympics, Airbnb, and Monzo, Malcolm Ross and I discuss how understanding your customer needs is the often neglected foundation for continuously exceeding their expectations, and delivering world-class customer experiences.
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