Experience Matters

DECEMBER 15, 2015

Peter Drucker once said, “ Culture eats strategy for lunch.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Qualtrics

JANUARY 22, 2021

I learn by trying to understand why things happen, why people behave the way they do – whether they’re customers, employees, or executives – which helps me understand why organizations act the way they do. I really enjoyed learning about business strategy and operations.” I got straight As in my master’s program at MIT,” says Bruce.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 5, 2015

Management guru Peter Drucker is credited with saying that “ culture eats strategy for lunch.” While leaders tend to be comfortable around strategy discussions, they’re often painfully awkward discussing corporate culture. 4) What Are the Elements of a Customer-Centric Culture? 3) What Does Culture Look Like?

Culture 120

Culture Strategy Customer Connectedness Customer Centricity 120