NPS Blog

Want Loyal Customers? Understand the Episodes That Matter

episodes-that-matter-220x207Good services and a steady stream of new product features used to be enough to hold the top spot in an industry. But that’s not necessarily the case anymore. It’s about the key episodes that define the customer experience.

Product development has well-worn practices. But many firms have not even started to identify their most important experiences, much less manage them. Now, my Bain & Company colleagues are seeing more companies adopt a new key unit of management: the episode, which can encompass a variety of shopping, usage or service activities.

My latest blog post on LinkedIn explores the principles behind strong episode management.

Read the post: Want Loyal Customers? Understand the Episodes That Matter

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