What is your entire company aligned around? There are a lot of different answer to that questions -- especially since so many companies evolve more organically than strategically. The most proactive companies have identified that the ideal fulcrum for your entire business is the customer and their experience with your company?
The question of culture and its impact on customer experience (CX) speaks specifically to the question of alignment. And that alignment or misalignment as the case may be shows itself in key efforts centered around the customer:
#1: Acceptance and actioning VOC ... READ MORE