10 engagements pour 2008
Merci à Bruce Temkin de Forrester pour ces 10 engagements à tenir en 2008 :
1. We shall focus more on our customers and less on ourselves
2. We shall get to know more about what our customers really need
3. We shall formalize a voice-of-the-customer program
4. We shall incorporate personas in our experience design processes
5. We shall clearly define our brand in terms of promises to customers
6. We shall judge every interaction on how well it fulfills our brand promises
7. We shall engage front-line employees in improving customer experiences
8. We shall get the executive team to collectively own the customer experience
9. We shall establish a multi-year journey towards customer-centric DNA
10. We shall give customer experience the attention that it deserves
Et Armano d’ajouter :
1. We shall revive a company culture who’s core purpose is to serve people.
