How to think about Customer Experience
Many executives think about the Customer Experience last, if at all. Or, their mindset is that customer service, or sales is responsible for the customer. If your organization doesn't understand that the Customer owns your brand, and not the other way around, then you risk losing share to competitors who do. Your challenge is to make sure that your staff, regardless of job function, understand their role relative to the desired Customer Experience. A customer's experience with your product or service often defines your brand. Customer Experience separates your brand from the competition. Don't leave Customer Experience to chance. Instead define it, plan for it, measure it, and integrate it into your business, marketing and talent strategies.