Great blog post Rod – I often use the analogy of your ‘favourite film’ to describe the customer journey – you only tend to remember the best bits – the WOW moments – the rest of the film is absolutely necessary or you would not have the WOW moments at all. What are the WOW moments in your customer journey? What will they remember? Or is your customer journey like watching a very dull documentary on something that does not interest you!!
Is your customer experience a Victorian penny dreadful or the greatest story ever told?
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