There's proof that a defined customer experience can lead to profitability

Excerpt from keynote speech, San Francisco, June 2009

Can you really use customer experience as your path to profitability? In two rounds of national leader research Aveus conducted in 2006 and 2008 -- we asked 640 leaders: Is there a definition of customer experience that's well understood throughout your organization? What we found, simply defining a customer experience matters. Those who have a definition are twice as likely to beat customer and financial targets than those who don't have a definition of customer experience.

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