In the Global Customer Experience Excellence Report we explore the means by which these companies create a customer obsessed culture and how that is realized across all aspects of their business ultimately resulting in outstanding experiences for their customers..
The central theme of the 2019 report is customer obsession - a defining characteristic of all companies that achieve the leading positions in each country’s index.
In particular we explore the means by which these companies create a customer obsessed culture and how that is realized across all aspects of their business ultimately resulting in outstanding experiences for their customers.
Obsession describes an idea or thought that continually intrudes upon the mind. For these companies “customer” continually pervades their thinking.
Serving customers by solving their problems and meeting their changing needs is their raison d’etre, their motivation and their enduring quest.
There are three defining and competitively advantageous characteristics of customer obsessed companies:
For the leading companies their obsession with building long term customer relationships generates an organizational customer focused mind set that pervades strategic thinking and the operational reality. In this report we explore how this translates into market success and we will do so through four lenses:
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