Our research continually finds executives saying that customer experience is very important or critical. But most firms don’t have a very disciplined approach to it. Why is that? While this is a tough question for us mere mortals, Morpheus provided great insight on the topic when he said (in The Matrix):
“Sooner or later you’re going to realize, just as I did, there’s a difference between knowing the path and walking the path”
The bottom line: Morpheus is one cool hombre! Follow his advice and walk the the path towards Experience-Based Differentiation in 2008.