Mark Hurst's claim to fame is popularizing the idea that customer experience matters, that it's not just nice to have, say, a website that's easy to use, but that it's vital for a company's bottom line.
In his blog, Hurst is now talking about why advertising isn't the key to keeping customers:
The most effective companies realize that they can't succeed on advertising alone; the customer matters. For those companies operating online, customer experience isn't a list of "website usability guidelines." Instead, customer experience requires a transformation of the company's strategy, backed up by the organization, investing with a reasonable budget.Posted by tgibbons at August 5, 2004 05:32 PM