Met with an international client this morning who has a blueprint in their company – the really interesting and satisfying element of this, is that at the top of their list is their customer experience.
Everything feeds down from the customer. Employee engagement, the culture of the organisation and finally leadership. In order for the customer service element and the customer experience to be the key component, all the other elements must feed into it.
So often companies think about what’s important to them internally and put leadership and management at the top of the list, with everything feeding down to finally the customer experience.
Having a holistic approach ensures that the customer remains king and is at the forefront of everyone’s thinking and actions.