How many of the customer experience sound bites above have you personally experienced? At one point or another, we are sure you have probably heard them all. Do you remember what emotions they evoked? It was probably a combination of frustration, resentment, amazement, incredulity and infuriation. Why does this happen? Granted, some of this will be down to the culture and people issues of the organization; however, a large percentage will also be down to the processes and systems that companies choose to put in place.
Weitere Kapitel dieses Buchs durch Wischen aufrufen
- The implications of processes and systems on the customer experience
- Palgrave Macmillan UK
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