Developing a customer experience vision
Almost every successful company recognizes that it is in the customer-experience business. Organisations committed to this principle are as diverse as the online retail giant Amazon; The Walt Disney Company, from its earliest days operating in a small California studio and the US Air Force, which uses an exotic B2B-like interface to provide close air support for ground troops under fire. Conversely, companies that are not attuned to a customer-driven marketplace are remarkably easy to spot.
Consider the traditional US taxi industry, which is facing significant new competition from the likes of Lyft and Uber. Customer service standouts clearly understand that this is central to their success as businesses.