Achieving customer experience excellence at seven critical life cycle points
ERDM
JANUARY 22, 2019
Through voice of customer (VoC) research, a six-step circle of value was identified (Figure 1): Figure 1: The six-step circle of value. Trust is the foundation; it opens the customer to reciprocity as a fair exchange of value. Overwhelmed with choices, inertia is getting the best of me.
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