187: Jon Picoult, Why customer experience matters
The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving
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How to Insure Coasitive Emotions With Your Clients
Many organizations, whether they're in the consulting business or others, treat preparing r f ps as an administrative exercise. I don't think that they appreciate that just the mere act of a a prospective client interpreting a proposal is part of their client experience with you. Just a document like that has the chance to either create complexity for people and to make them feel a concerned or anxious. Or conversely, it can remove complex it can exude simplicity, and it can make people feel confident because they know exactly what you're going to do for them. So that's certainly one example i would give with a touch point, that i think probably doesn't get enough attention in b to b businessesbecause
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