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Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss

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Chapter 4Competency Two: Align around Experience

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Definition: Alignment around Experience

Companies that transform how they grow and are deliberate about it, do so because they think about the people at the end of their decisions. The intent of their work is to “earn the right” to growth by improving customers' lives. A journey framework, even in its simplest form, when used with consistency provides rigor to understand where the priorities in customers' lives are. By using the journey to look comprehensively across what the company delivers, ...

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