Five steps to uncovering the real customer experience journey
1 December 2015
For a business like Starbucks, the product is not the focal point; it is the experience the company delivers say Matt Inman and Nigel Clover.
And Starbucks has a well-mapped journey of what the experience will be like from the moment the customer walks into the store and clearly understands that focusing on the customer experience is not just a corporate tagline for shareholders. It is a business strategy. Read more on Engage Customer.