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Innovating the Customer Experience

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******************************** Innovating the Customer Experience http://knowledge.wpcarey.asu.edu/index.cfm?fa=viewfeature&id=1557 Success in business is all about creating an exceptional customer experience, and then enhancing it. But how do we innovate the customer experience to make it exceptional? Larry Crosby, "chief loyalty architect" at Synovate, a global research and consulting firm thinks the answers are in the concept of customer experience itself, and how it evolved. Crosby posed these questions in early February to experts at a panel hosted by the Center for Services Leadership, a think tank at the W. P. Carey School of Business.