Ten steps to first class customer experience

Gillian James sets out 10 requirements for best practice in customer experience, including: identifying customers and 'bringing them to life' internally; having the top 10% of the company's leaders meet regularly with customers; measuring the employee experience; and looking to other industries for great ideas.

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.

  1. Is your top team aligned about the importance of the customer experience and is there a director who has accountability for it?

    This...

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