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Great customer experiences leave nothing to chance
To create consistent, smooth customer journeys, every interaction needs to be considered, planned and designed. There is no detail that is too small to consider. This chapter will show you how to break the customer experience down into manageable chunks, so that each interaction can be considered and improved.
Good design is thorough down to the last detail. Nothing must be arbitrary or left to chance. Care and accuracy in the design process show respect towards the consumer. DIETER RAMS
There is one simple point to this chapter: there is no element of the customer experience that is too small to make a difference. Consider this extract from Robert Greene’s The Art of Seduction.
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