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Infographic   customer experience framework
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Infographic customer experience framework

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It seems like everyone is interested in the idea of “great customer experiences." But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the "Customer Experience."

My suggestion: Divide the customer experience into six dimensions that can work cohesively to improve the requisite "experience" to customers, provide competitive differentiation and even affect the bottom line.

The infographic above visualizes the six dimensions of customer experiences, a few factors that characterize those dimensions (inner circle) and the enablers for succeeding in those dimensions (outer circle).

Published in: Business

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