The truth is, now more than ever, everyone plays a part in delivering a superior customer experience
Who’s responsible for creating an exceptional customer experience in your organization? Customer Service? Sales? Client Relationship Managers? Marketing? Product Development? IT? Leadership?
Don’t worry — it’s a trick question. The truth is, now more than ever, everyone plays a part in delivering a superior customer experience.
We live in a world where one bad customer experience can be shared and amplified with hundreds or thousands of people almost immediately, quickly costing you current and future business. At the same time, businesses are becoming more complex, making it that much harder to create and maintain consistency in the experience across the organization.
Market leaders recognize that exceptional customer experience can become a powerful guard against industry volatility and a huge competitive advantage. And now, other organizations are following suit, building customer-centricity into their strategic growth plans. In recent