Ten steps to first class customer experience
Gillian JamesTMI UK
In this time of economic uncertainty, it is tempting to think of focusing on the customer experience as an expensive luxury. Nothing could be further from the truth. A successful customer experience means increased customer engagement, more revenue per customer, better staff engagement and higher staff productivity. But these benefits don't come easily.
Here are 10 conditions of entry that distinguish the best from the rest.
- Is your top team aligned about the importance of the customer experience and is there a director who has accountability for it?
This...