First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.
Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences.
http://customerthink.com/the-six-disruptors-of-customer-experience/
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