“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.” — Jeff Bezos

If you build a poor customer experience, you can bet that even more of your customers will tell each other about that.

Word of mouth is indeed powerful but it is not always in our favor. Much depends on our ability to design, manage and deliver on a specific, desirable, customer experience.

So what does this have to do with business process management you might ask?

Learn about the other steps…