/When the Customer Experience Starts at Home

When the Customer Experience Starts at Home

Source |2017-06-27T18:05:56+00:00May 25th, 2017|Categories: Post|Tags: , , , , |0 Comments

Successful large organizations think more and more about end-to-end transformations that focus on internal customers—their employees—as well as external ones, to gain a durable competitive edge. Effort to foster a true culture of customer service requires clear and ambitious objectives, earmarked resources, and involved sponsorship from C-suite leaders. This article focuses on assessing the benefits of engaging support functions in customer-centric transformations and defines the methodology and principles for leading such programs successfully.

http://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/when-the-customer-experience-starts-at-home

 

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