Published books can be powerful marketing tools: firms should encourage their executives and managers to write relevant books about the challenges and opportunities in their field. Why? Because published books
For your company, what are the key elements that if the stars aligned would allow you to deliver the “perfect” customer experience? Not all are under your control, but if you focus on what is, then you will put your firm in a position to allow all the stars align to deliver your customer’s “perfect” experience.