Ruthless Focus on the Customer

by Jeneanne Rae

Customer experience is one of today's great frontiers for innovation. While the concept isn't exactly new—it was coined by designers and became more widely known to the business community through the work of Joe Pine and Jim Gilmore's 1998 Harvard Business Review article and subsequent book Welcome to the Experience Economy—in my estimation we are still at the dawn of the Experience Age. And, it is my prediction that in this new age, customer experience will decide the winners and losers in almost every industry imaginable. Read More: Businessweek Online 07/25/06