How to Deliver Great Customer Experiences at Scale
Two things are happening in today’s business world. Business and retail consumers are rapidly shifting the products and services that they use, and employees are taking a hard look at where they work, why they are there, and sometimes joining the “great resignation.” As a result, every industry is full of information, webinars and buzzwords around both Customer Experience and Employee experience. Are they both critical to success in the new economy, and is it possible for a company to successfully do one without the other?
I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022.