Start with the customer experience…

…and work back from there.

Regular readers of this Blog will know that I am a big fan of the customer experience management (CEM) way of thinking. It’s not something that is talked about a lot in this industry in any substantive way.

But I believe that CEM is the missing link for this industry but the problem is that all the process improvements, systemization, standardization, and automation that have seen us advance over the past few decades have largely ignored the customer experience.

In all of our zeal for expansion the customer experience has been a casualty.

What we did with the iPOS advertising system (which is due for limited release on 01/0811) was to start with the customer experience and work back from there and I think that what we came up with will revolutionize marketing in this industry.

Read the summary and download the Free Preview Chapter and decide for yourself.