#mark hurst

[billhr]

Customer experience is fundamentally strategic

The first step is to recognize that customer experience is a strategic issue – not primarily a tactical issue of interface elements. If the CEO and other top stakeholders take customer experience seriously, the company has a chance of a turnaround. If not, the smart and well-intentioned employees elsewhere in the firm can make some tactical improvements but the long-term outcome will not measurably change.

via Creative Good — Blog.

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[gospotgo]

From Mark Hurst. Fascinating read. (Chuck H. - I'm looking at you!)

"Given the massive amount of attention being paid to Internet IPOs recently, I was interested to come across the CNN story excerpted below. I'll link to the story below, but first, can you guess the company?"