Capable, Ready and Willing: The Employee at the Center of the Customer Experience
February 17, 2014 | Strativity Group, Inc
All too many organizations erroneously believe that their brand and related marketing promises are sufficient to differentiate themselves from their competitors. Companies often spend small fortunes on re-branding their organizations with fancy logos, launch parties and campaigns, and in the process, increase their customers’ expectations for higher quality experiences. What many of these companies fail to recognize is that the brand promise is inextricably linked to the delivery of the customer experience.