A recent conversation with a friend set my mind to consider the changing nature of customer-supplier relationships. In my experience, such relationships have evolved from win-loss to become more win-win. At the end I’ll suggest a way they can become
Who owns the Customer Experience through “the Channel”?
I often write about the how and why of delivering superior customer experiences. But what happens if you sell through channel partners? Who “owns” the experience then? The answer “it depends” applies here with some aspects to consider. Start by