1. The first thing to examine is the work environment. Claire audits the environment and implements changes to make it more pleasant to both workers and customers. If the environment is pleasing and inviting, then employees will want to come to work and customers will want to spend money.
2. The second area of focus is your employees. They need to understand the entire map of the customer journey and how they fit into the bigger picture of the customer experience. If they feel that their company cares about them, they will be more loyal and their performance will be better.
3. The third thing is, of course, the customers themselves. The goal is to create a positive, unforgettable customer experience every single time.
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