Customer experience competitive advantage

A great (short) paper which is free to download from UK usability company Foolproof which is making the business case for customer experience management.

I love this quote:

To sum up, in the golden age of mass communication:
Image = Reality
In the new fragmented, aggregated age:
Reality = Reality

Creating competitive advantage through digital customer experience (PDF) - paper by Tom Wood for Foolproof

All white papers by Foolproof