Posts Tagged ‘customer experience’
The Inconvenient Truth About Following Procedures – She called me “Madam”
Processes and procedures are essential for accomplishing goals efficiently and effectively, but is your organization implementing them in a way that erodes customer relationships? Case in point: a recent experience I had with an airline that shall remain un-named. Procedures Over Customer Relationships The flight from Charlotte, NC to Washington, DC should take around 90…
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