Don't Leave the Customer Experience to Chance

摘要

Despite the plethora of evidence depicting the poor state of customer experiences and relationships, many executives have failed to drive change in their organizations. Over the years they have collected statistically valid evidence that points to the need for change, but very few organizations can demonstrate meaningful and profitable change in their employees' approach to customers. The crux of the challenge is not the viewpoints of customers, but rather employees' perceptions of their performance with customers.