[REPRINT] Winning through Experience: Make HR & CX BFFs
CASE-IN-POINT: Winning through Customer Experience: Make your HR & CX organizations BFFs
REFERENCE: “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life” | Organizational (ORG) Bold Move #7: Embed Principles into People Processes
[REPRINT} Winning through Customer Experience: Make your HR & CX organizations BFFs
Synopsis. Measuring and quantifying customer experiences, and other “hard factors” alone may not be sufficient to capitalize on the promise of the rapidly evolving CX field. Find out the role of “soft factors” in the brand power of perennial service and experience leaders, such as The Ritz-Carlton, USAA, Zappos, Nordstroms, Chick-fil-A, Navy Federal Credit Union, and Southwest Airlines.
To learn more, order
“The Customer Excellence Enterprise: A Playbook for Creating Customers for Life”
at all major booksellers.
