The BOLD Leader Guide to Customer Experience

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The notion of companies existing to meet a set of customer needs has been around for a very long time. Peter Drucker said it in 1954, “The purpose of business is to create and keep a customer.” Many others have confirmed this idea in the years since.

As business leaders, we understand that companies exist only if they meet a set of customer needs. The most successful companies today increasingly understand that how their organization delivers for customers is as important as what it delivers.