os temas acima, esta parte abaixo se torna uma boa liga - mastigavel - para conectar com a linguagem dos empresarios, tanto quanto aproximar a uma realidade que se torna cada vez mais forte de como se manter competitivo executando internamente os desired outcomes do cliente.Sobretudo, analisar, mapear, criar e entregar experiencias nao apenas como parte tatica de uma estrategia, mas que ela mais do que faca parte do core da empresa (que pode ser encarado como um to-do), seja parte do DNA dela. Ou seja, que haja, por causa de uma mudanca de mentalidade dos empresarios, de um shift sobre como as empresas enxergam o consumidor, tornando-o individuo.Vale a leitura para entender como esta nova mentalidade de servico modifica os modelos de negocios daqui pra frente.More recently, the customer experience meme has been grabbing the attention of business leaders, marketers, and sales executives alike. The idea that journey mapping the customers experience or identifying moments of truth can improve loyalty and promote customer retention is everywhere these days. But is that really sufficient? Businesses that sell to consumersB2C companies like Walmart and Applehave known this for a long time. By contrast, businesses that mainly sell to other businessesB2Bshave generally been slower to grasp this concept. Ostensibly, theyre all for pleasing customers, but they lack either the know-how or the inclination to change tried-and-true business models, preferring to tell customers something along the lines of this is what were sellingtake it or leave it. For these businesses, it has been mostly about closing the deal and moving to the next opportunity. Seldom do they try to find out whether the customer actually used what they had bought, whether it met expectations, or whether it actually contributed to a desired business outcome. More of these organizations are paying closer attention to customer satisfaction, loyalty, and customer experience, and many have made impressive strides in measuring and analyzing crucial points in the customer lifecycle. They want to know what their customers think and feel about their products, and what the customers day-to-day experience is like. Many are investing heavily in systems to capture these insights. B2B economy and in the customer relationships that underpin it. Business buyers are behaving more like consumers: better educated from the flood of information available on the Web; empowered by the ruthlessly candid sharing of opinions on social media; and emboldened by the ease with which you can switch to the competition in what is called the Subscription Economy...an economy in which more and more products are designed to be consumed as needed or as a service and, moreover, sold not for their particular features and functions, but for the business outcomes theyll deliver. Its no coincidence were seeing this first in the technology industry where software as a service has made deep inroads into businesses ranging...Under this scenario, your sale is no longer a one-time event but one of many interactions in which you engage in your customers business. This is a new kind of partnership that demands hyper vigilance if you hope to retain your customers long-term.