"We are trying so
hard but achieving so little" this phrase echoes around many organisations
who are trying desperately to form and execute a customer
centric vision and culture. Why is it proving so hard?
Guest blog: James Dodkins
The first thing we need to understand is that in the 21st
century our customers are very different animals. Both you and I as customers
have transformed beyond recognition, our changing attitudes and habits make us
very difficult to keep up with. Some people have described this phenomenon as
the ‘Enlightened Customer’ and it takes an enlightened
organisation to deliver outstanding service to this new breed.
The
spread of the internet has been the catalyst for this change in customers, we
are all connected to each other, we are connected all of the time without
exception, we are connected through many different devices and mediums, we are
living in an always-on world.
Because customers have been exposed to more of the world... Read the full story (and get access to a FREE hands-on Customer Experience session)....
You
can also get a sneak preview here: https://bit.ly/CEMLeaders
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The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.
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