Customer experience is the key to success in today’s business world.
The first step, however, is to have order internally in the company. Because a great customer experience starts with having a positive experience with the company, it is important to have employees who are able to remain credible and deliver a consistently high standard in all external communications.
Nevertheless, it is not enough for only senior managers to prioritise the internal client experience; improvement can only come about if the attitude of mid-level leaders is also changed.