Article
The Next Evolution in Customer Experience – High Impact Customers
by Lior Arussy, Ed Murphy, and Sean McDade
“Customers are and always have been different and segmented. Do airlines treat their 100,000-mile fliers the same as those who fly a couple of times per year? Do pharmaceutical companies treat their patients who have a rare disease the same as those who have high cholesterol? Should Walmart treat their millions of customers the same way Boeing does with their 5,000 clients? The answer is obviously a resounding NO!”