November 15, 2016 @ 12:00 pm - 1:00 pm
Show in my time zone
HBR - Denise Lee Yohn
The customer experience is the single most important factor for business success. This was declared more than a decade ago by marketing gurus Don Peppers and Martha Rogers. Yet today, most companies still use an incomplete definition of customer experience and have incomplete tools and approaches to manage it. Instead of an integrated, holistic customer experience, companies have narrow silos that each focus on different pieces of the experience in an uncoordinated way.
This doesn’t have to be the case. Using seven key steps, brand-building expert Denise Lee Yohn helps companies design and deliver dramatically improved experiences by using a customer experience architecture. This framework enables companies to deliver optimal experiences to different customer segments.
On November 15, in a live, interactive Harvard Business Review webinar, Yohn will share the seven parts of this customer experience architecture and provide practical examples of how companies are breaking down silos and delivering differentiating experiences.
Why attend this webinar:
1. Learn how to design and deliver dramatically improved experiences
2. Deliver optimal experiences to different customer segments
3. Get practical examples of how companies are delivering differentiating experiences
More information about the speakers:
HBR - Denise Lee Yohn - Brand-Building Expert, Speaker, and Author
Featuring brand-building expert Denise Lee Yohn, author of the books What Great Brands Do and Extraordinary Experiences: What Great Retail and Restaurant Brands Do.