To my surprise, many people believe everyone should own customer experience. Perhaps this nice business phrase has gotten out of control. Saying “everyone owns customer experience” is a way to emphasize the importance of culture. But does a culture miraculously appear if no one is driving it?
from Forbes Real Time //www.forbes.com/sites/blakemorgan/2017/09/04/the-problem-with-saying-customer-experience-is-everyones-job/
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