People buy programs but what they really want is an outcome, or desired result.
In business, focus is placed on the variables that help people make informed decisions and that move them to buy.
But in a client experience the focus needs to shift to delivering the outcome they desire.
What is the best way to do this?
Over my years in business, I have observed both sides of this question and share some of my top take-ways and insights as business has evolved to present day.
