The Titanic was too big to turn quickly and the same applies to companies as they grow larger. Changes become slower, harder, more costly, timing consuming and disruptive when policies and procedures need to change.
Adopting a customer experience strategy, preferably at start-up as part of your business plan is essential to building and maintaining a customer focused culture. Its impossible to deliver an exceptional customer experience without a customer driven culture.
The larger the company grows without a formal or stalled CX Strategy , the more effort, time, and money it takes to reverse the mindset of employees and the profit killing effects of bad customer experiences. Continue reading “Customer Experience Strategies, How and Why”