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pkward
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Hey, PG, one of the things I say about customer experience management goes right to the heart of your phrase, "Don't Compete with Yourself." Basically, I make the argument that experience management MUST be a core competency of the firm, because satisfaction is the difference between expectation and experience. The marketing people have tons of science, technology, culture and instinct lined up around raising expectations. Unless you counter that power with the same array of tools to manage the experience, you are losing the battle to gain and improve customer satisfaction levels. In short, marketing is really good at raising expectations. You've got to be even better at designing and managing experiences. Or else ... you're competing against yourself!