One of the common traits shared between customer experience leaders that have innovated valuable next-generation customer experiences multiple times is that they understand the difference between just connecting with customers and interconnecting with customers in valued ways. https://a.co/d/hp0ppQU
This type of interconnection is especially important to the next generation of customers for all types of interactions on and off the Internet.
The customer experience strategies and interactions next generation customer experience leaders develop create valuable and repeatable interconnections. This was so important it needed its own chapter called “Developing Strategies and Tactics for Customer Interconnection” in the new books Next Generation Customer Experience. Its impact is also evident in the next chapter about “Innovating Customer Experiences” – how it really happens at the best customer experience companies.
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