The customer experience is made up of minutiae, yet it's okay to think of the customer experience in sweeping terms. This apparent contradiction resides in a concept that I find to be powerful in my work as customer experience consultant and customer service designer: "the ladder of abstraction."
The Ladder of Abstraction: An Insider Secret Of Building Great Customer Experiences
Forbes - 9 Sep 2017 02:49
The customer experience is made up of minutiae, yet it's okay to think of the customer experience in sweeping terms. This apparent contradiction resides in a concept that I find to be powerful in my work as customer experience consultant and customer service designer: "the ladder of abstraction."
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