Who Didn’t Voice Their Concerns?
If you think about it, no organisational failure of any magnitude can come as a surprise. Someone, somewhere, was aware that things were not right. … Read more
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Customer Experience: Are You Setting Up for Failure?
Thus the slip between cup and lip, strategy and implementation, can be enormous if your focus is wrong and your people are not fully engaged. So make sure when you set customer experience as a measure that it is something over which you have total control and that you are not setting yourself up for failure.