Are You Experimenting At Your Customer's Expense?

Experimentation is both the lifeblood and bane of our existence. Through experimentation we have Penicillin and Post-it Notes, but also infomercials. Loyalty & customer centricity are both relatively new concepts. Models, best practices, and effective measures are only just beginning to emerge. Adapting these and creating new ones is one of the most important jobs of customer-facing leaders. Doing so requires experimentation and testing, coupled with close supervision and continuous refinement.Yet sometimes experiments go awry, as in the introduction of New Coke, the more recent Gap logo

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