Customer Experience Is Now Job No. 1 for CEOs
By: Mark Leiter
During M&A diligence, buyers are now digging much deeper to fully examine the end-to-end customer experience of the company they plan to acquire.
In fact, the buyer’s evaluation of the customer experience is often a significant valuation driver, because it provides critical insights into the company’s leadership and operations. CEOs that aspire to sell their company in the future should always keep this in mind.
For this reason, Oaklins DeSilva+Phillips wants to share an interesting new article written by Mark Leiter and published by The Wharton School: Why Customer Experience Is Now Job No. 1 for CEOs. Mark is Chairman of Leiter & Company and a Senior Advisor at our firm. In the article, Mark outlines five common mistakes companies make while trying to build and sustain their customer experience.