<p>You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play. </p>

You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play.

<p>You can give a customer a series of brilliant interactions, but if the most important ones are poor, you can ruin the entire experience. Moments of Truth and the Peak-End rule come into play.&nbsp;</p>

Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link

The CX Club podcast looks at the good, the bad and the ugly of the CX world... 
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

Business

Management

The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

The CX Club podcast looks at the good, the bad and the ugly of the CX world... 
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX &amp; CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

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Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link

Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link