8370b8e0__world_of_customer_experience___0
[OLD WORLD COMPANIES…] Use targets, metrics and scripts to control and drive what their ‘employees’ are paid to do. This invariably makes it harder for the workers to do the job the customer wants them to do.In these companies, the Golden Rule is, would my boss be happy with my actions? [NEW WORLD COMPANIES…] Know that everything begins and ends with people, without whom there is no business. They obsess over recruiting the right people and then letting them be themselves. This means doing the right thing for customers because the organisation sees the value in doing so.Here the Golden Rule is, if the customer was in the room, listening and observing, would they approve of my actions? [0] 
PEOPLE POWER
Rod's Round Up | What's going on in the brave new world of customer experience?
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