One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue.
It is critical to mention that my client has done an excellent job prioritizing. They focused their attention on the customer-facing teams at first. This strategy is ideal for getting an improvement program off the ground. After all, no one can address everything at once.
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