How? Simply by using two words which should be stricken from every business leaders 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.
Heres 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.
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