Daily Archives: July 12, 2011

Why Your Employees Aren’t Delivering Better Customer Experiences

As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery.  The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Service | Tagged , , , | 2 Comments