The challenge of managing a customer’s experience comes from the fact that it happens out on the front lines of the company. In many cases, few employees know firsthand what is happening to customers. More frequently, managers who are making major decisions on new investments or process redesign have little idea of the end-to-end impact those decisions will have on the customer experience.
Content: Quotation
Source: Boston Consulting Group (BCG)
Subjects: Customer Related, Marketing / Sales
Source: Boston Consulting Group (BCG)
Subjects: Customer Related, Marketing / Sales
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