"The Customer is the Process": Bringing the Customer Back to the Business

Posted: 02/06/2012
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Does your business create moments of magic or moments of misery for its customers? Do you even know whether it does? Process improvement has a crucial role to play in ensuring that your customers have a positive experience when interacting with your business. In this PEX Network video interview, Steve Towers, CEO and Founder of the BP Group, elaborates on that role explaining the difference between a customer process and the customer experience, relates why focusing on the customer experience leads to competitive advantage and gives practical examples of companies that are achieving customer-focused innovation.