Funny thing- yesterday I was privy to a presentation on improving customer experience with little to no investment from the company. I literally laughed out loud.
Gone are the days when customer experience was about how customer support chatted with customers or how you answered the telephone at your organization.
Now, I am not saying that those things are not important...they are, but I am saying that you cannot move the needle on customer experience without making a considerable invest in time, resources, and yes-money.
Takeaway: Unless your organization is willing to invest in customer experience you are better off looking for another avenue for organizational success.
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