Issue 89 - 06 | Putting a Signature on Customer Experience
By Michael T. Kanazawa Published Dec. 7, 2011 12:00 p.m.

“To reach it’s full impact, customer experience needs to be thought of as a strategic agenda item on par with and actually integrated with corporate strategy, managing the brand, and new product development. Customer experience should not be confused with existing efforts to focus on customer service or touch-point management. These efforts are focused more on delivering tactical reengineering of customer-facing processes.

As a customer experience leader, you want customers to talk with everyone they know (and don’t know) about your company, employees to live and exude the best qualities of the brand on and off the job, and to be rewarded as a market leader. If you share that vision for your customer experience efforts, here are some strategic tools and ideas to help you do that.”



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About Michael T. Kanazawa | Michael Kanazawa is a customer experience strategy and transformation expert and Managing Director of Bedrock Consultants. His work has focused on strategic transformations and includes numerous successes in working with the executive teams of Fortune 500 and multi-national companies to accelerate the achievement of their transformation goals. In 2008, Michael co-authored the award winning Big Ideas to Big Results, which details the integrated process and tips for successful customer-driven strategy and corporate transformation developed through a fifteen year collaboration with Dr. Robert Miles, who originated the field of macro organizational development at the Harvard Business School.



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