PREMIUM CONTENTConcentrating on customers begins with concentrating on employees.
Unlike cultures in the rest of the world, culture in a business environment rarely evolves naturally into an optimal state. The business culture — particularly one of customer-centricity—must be built strategically with employee focus and motivation.
Customer experience has buzz, as evidenced by the rise of the newest C-level position, the Chief Customer Officer. But despite good intentions for treating customers well (or at least better), most companies struggle to improve the customer experience they provide.
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