• People. Strategy. Partnership.

Customer Experience: Translating boardroom vision into action at the frontline

|| 7 minute read ||

With many companies now making customer experience a strategic priority there is growing recognition of the many ways to build frontline employee commitment and capacity to deliver a superior customer experience. This article discusses four approaches that have been shown to work and details how one company implemented a new customer-experience strategy, over a two-year period resulting in a double-digit improvement in both profitability per client and new customer acquisition.

Read the full article here.

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