In an earlier post I wrote about the need to define customer experience goals. This second of four articles assumes you’ve done that and examines how customer experience initiatives fail when resources are misaligned.
Day 1 – Your company announces a new customer experience program. The program [...]
If your company initiated a customer experience program in the last 3 years and you haven’t seen the results you expected, you probably missed one or more key success factors.
Defining the goal Aligning resources Measuring improvements Communicating progress
Defining the goal is critical because the other success factors depend upon doing it well. [...]
True teamwork is on the verge of extinction in business and is being replaced with a far more costly and less efficient model of group work. Over time, teamwork has come to mean overwork and rework. Sloppy management practices have bastardized the meaning and application of a simple concept.
Here’s what I mean. [...]