Positive customer experience doesn’t just happen after one transaction, sale, or service, but an initial bad customer experience will send a customer straight to your competition; never to look back at the wake. Therefore, we should be mindful that the total positive customer experience a customer appreciates is the result of an organization’s total structure, of all departments working together like a finely tuned machine.
When we think of a positive customer experience, we see it as a reflection of the very core values a company has and how that very same organization communicates those values – either through its quality of products or services. However, the experience begins with the senior executive and works its way through every department.
Remember that no organization rises above the level of its leadership.
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