How to destroy years of investment in your brand in one foul swoop!
If your not serious about Customer Experience Management or are pretending because it's the latest trend – don’t do it. A great case study. Scenario: After being a foundation customer and using Menulog since its inception, purchasing at least weekly. They launched a new website and mobile application, clearly this was not robustly tested both from a functionality and UX (user experience) point of view. Worst still it seems that marketing and technology did not work together a