I’m often asked by people in business this question and my short answer is:- every aspect of your business will have some impact on the quality of customer experience you deliver.
Another way of answering the question is this:- If your business is NOT being impacted by any of these issues:-
• Lack of sales
• Pressure on margin
• Increasing competition
• High employee disengagement
• High staff turnover
• Low productivity
• Increase in customer complaints
• Low customer loyalty
• An operational focus
• Inconsistent customer service
• Little added customer value
• Very few customer recommendations
You will not need to talk to us……….