Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation
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Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation
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You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.
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