It's about the culture
It's about identity
First, you need to be able to express your identity... the core values you will live by to create in the mind of the customer a Love Mark.
It's about vision
It's not just about technology
Each customer interaction - on & off - needs to be aligned with this vision - you can’t pay lip service to this - you have to mean it - no fancy technology or analytics will compensate for lack of true identity and building meaningful interactions with your customers - we will get your tech right - but first let’s define who you want to be in the eyes of your customer ...
