Outcomes-Based Experience Design « Customer Innovations – Creating Influential Experiences

Found at Outcomes-Based Experience Design « Customer Innovations – Creating Influential Experiences.

Chris O’Leary

Bridging the Gap Between Customer Experience and Business Outcomes

by Chris O’Leary, COO, Customer Innovations, Inc.

In the 25 years we’ve been helping companies design customer experiences, one of the consistent challenges has been to estimate the business impact of specific experiential improvements.  The fact is that many customer experience (CE) programs simply fail to make a compelling argument about the business value that will be generated by specific CE innovations. In the absence of a compelling business justification, executive support and sponsorship may be weak or even absent, orphaning the CE program and robbing it of the executive leadership it needs.

To be continued at http://customerinnovations.wordpress.com/2010/06/22/outcomes-based-experience-design/

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