This is a really good blog post from the Harvard Business blog that I wanted to share.
It sets out a framework for building on customer experience's within your organisation. What a like about the article is both the frame work it describes, and, the fact that it points out that not many organisations are developed with the end customer experience in mind.
Most frameworks within organisations are developed around either poor or legacy IT infrastructure, or, what works best for the organisation, not many actually think about what they want the customer to experience, then work back.
Well worth a quick read.
