8370b8e0__world_of_customer_experience___0
[OLD WORLD COMPANIES…] Are schizophrenic. They talk a good game publically about customers when necessary, and spam the organisation with posters and propaganda, but this doesn’t permeate the DNA. So, at other times, and in other meetings, the customer is entirely absent. Not only does this create confusion internally, it ultimately signals a lack of authenticity in the business. [NEW WORLD COMPANIES…] Are single minded in ensuring that the customer agenda pervades the business, in everything it does. (This is partly because they’ve joined the dots between happy customers and happy CFOs.) And that everyone is connected to the customer agenda and how the business serves its customers. After all, if your own people aren’t proud of the customer experience they deliver, how can you expect customers to get excited? [0] 
ORGANISATIONAL FOCUS
Rod's Round Up | What's going on in the brave new world of customer experience?
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