The Umami Strategy
Even if you don't realise it yet, your customers buy experiences from you, not services or goods. This is why experiences are something you may want to turn into your strategic advantage. Such a strategy should consist of three elements:
a powerful experience vision
the differentiators that will make your customers remember you,
a set of relevant metrics beyond the Net Promoter Score
In this book, you find a way to define a powerful and highly actionable approach to thinking about and implementing an experience strategy that will ignite your business, help you stand out, and make you become loved by your customers.
I've seen it work and can't wait for you to see it too. These pages contain both the reasoning and the practical tools to help you become the organisation known for offering the secret sauce: a great experience that customers never get enough of, and want to tell others about.