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Posted by Megan Burns on December 7, 2009
Every week I talk to people who are working tirelessly behind the scenes to help their companies improve the customer experience. Some have the support of senior management, but some don't - they first have to persuade others that focusing on the customer experience will be good for business.
I recently came across a group at Cardinal Health who took their small, grass roots campaign for better customer experience all the way to the C-Suite and set the company on a path toward Experience-Based Differentiation (EBD). George Taylor, one of the architects of this campaign, was kind enough to let me share his team's story as case study, which has been published at Forrester.com:
The key ingredients in this success story were: inclusivity, persistence, and a focus on business results.
I encourage you to read the full story and see how you can apply their techniques to your own customer experience crusade.