Today’s “Wow” Factor is Tomorrow’s Baseline Expectation
Providers can gain a short-term lift by introducing a new service or product feature, but soon enough competition will introduce the same or better. Speedy and effective cross-functional decision-making at the highest levels depends on deciding which initiatives demand full attention because they create the most value for customers. Our work has shown that strong analysis— based on the voices of the customers - is the key to making the best decisions.
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