The subject of customer care ROI seems to becoming even more relevant than ever before. It is very rare that you open a business magazine where there is not an article written about how important the customer exerpience is in building the brand of any company. The question is, are companies really ready to make the shift in their entire business to make this a key differentiator?
To truly make a customer experience a differrentiator all strategies need to align to that core objective. This means that everything from who you hire, to how you train them, what they are incentivized to do and how you measure their success needs to be aligned to the customer experience. Over the next few weeks I will produce a series of articles related to to this topic. I will examine everything from how you align your company's core values and objectives all the way down to the types of interview questions you should ask when hiring any new employee into your organization.
Stay tuned...
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