Submitted by admin on Sun, 26/06/2016 - 13:40
The Customer path, at times, is like walking a bull through a china shop. There are narrow twists and turns line the experience along the way and in the process you hope nothing gets broken.
As in the my china shop example; the path to follow is difficult for your employees engaged in the Customer Experience (CE.) It is layered strewn with both predictable and unpredictable moments that can either fracture or enhance a the customer experience.
What narrow twists and turns define your customer’s experience? How strong is your employee’s dedication to guide them? I recently questioned a group of my Hospitality Master students on what a ‘Great Customer Service Experience’ meant to them.
