Importance of managing Customer Experience
Don’t leave your Customer Experience to chance.
A managed Customer Experience will take the chance out of the brand delivery, leads to fewer misalignment, reduces the perception of ‘commoditisation’ and improves employee commitment.
The improved consistency will lead to less frustrated & confused customers (and employees), driving loyalty in the long run.
You cannot expect your people to deliver a good customer experience if you haven’t defined exactly the experience that should be delivered.