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Companies might face several obstacles when trying to increase customer delight throughout the customer journey. These include lack of understanding of customer needs, poor communication, lack of personalized experiences, and inability to measure customer satisfaction effectively. To overcome these, companies can invest in customer research to understand their needs better, improve communication channels, personalize customer experiences based on their preferences, and use analytics to measure customer satisfaction and make necessary improvements.
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WTP is influenced by the product, its associations, the status they confer, the joy they bring and the social considerations they cause. While a product-centric manager focuses on purchasing decisions and ways to sway the customer, WTP attempts to increase customer delight throughout the customer journey. Develop practices to periodically remind the entire team of the firm's focus on WTP.
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Ever wondered what strategies make Apple, Amazon, and other juggernauts so successful? Better, Simpler Strategy by Felix Oberholzer-Gee shares top ins...
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