How? Simply by using two words which should be stricken from every business leader’s vocabulary – “back office.”
This is a term that many executives throw around without regard to its influence on the culture and mindset of their organization.
Here’s the issue: Creating a work environment that supports customer experience excellence requires getting everyone in the organization to view their role as a critical part of the customer experience equation. The moment employees start to feel that their work is invisible to the customer, they then lose appreciation for the impact their role has on the customer experience.
http://customerthink.com/two-words-that-will-hurt-your-business-customer-experience/
There’s been a subtle shift in the way people spend over the last few years, and this looks set to continue in 2018; consumers are now spending more money on experiences over a quality of product and it is the experience of a brand or product, rather than the quality, which is building brand loyalty.
This shows us that it’s no longer good enough to merely provide a fantastic product. The internet is making it much easier for consumers to ‘shop around’, and as a result, they are becoming much savvier about where they spend their money. That’s why it’s vital you give your customers no reason to look elsewhere by making every experience they have with you a good one.
https://www.exchangeutility.co.uk/news/customer-experience/
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