2002 Customer Experience Professionals Customer Success Measurement 
SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers. Thankfully, he wrote quite a lot.
SuiteCX
FEBRUARY 22, 2017
His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers. Thankfully, he wrote quite a lot.
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