By: Dr. Tracy Maylett
Is your organization’s success dependent upon creating an extraordinary Customer Experience? Then start by ignoring your customer. No, really.
“If you want a successful customer experience, start by ignoring your customer.”
Throwing resources at your customer experience does not guarantee a transformative one. You can redesign stores, roll out cool new products, and engage customers on social media. You can implement every form of customer satisfaction measurement known to man. There’s nothing wrong with those steps. But without employees who care, a beautiful store is just a pretty shell. A sparkly new product is just another new release with a limited lifespan—if it even makes it out of the production room. [Read more…]