Why shift to customer experience measurement seated in brand values rather than process delivery?
Gavin Winter and Duncan Sands
In a market place where achieving competitive advantage through product differentiation alone is seen as only part of the equation, the creation of a unique customer experience is seen as the new battleground.
Why Shift to Customer Experience Measurement Seated in Brand Values Rather than Process Delivery?
Duncan SandsVolkswagen, United Kingdom
Gavin WinterMaritz Automotive Research, United Kingdom
INTRODUCTION
Historical Context
Whilst it can be argued that most...