More Than 'Service With A Smile': The Future of Customer Experience



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It’s now very easy for us to offer real-time feedback on our customer experiences, but how do organisations ensure that the feedback they receive is going to be positive? Times have changed, meaning that the focus today is less on the products we buy, and more on the customer experience provided. We heard from four customer service experts, who have identified five key principles that organisations should consider. But how should organisations put these principles into practice?

This whitepaper on the future of customer experience includes:

  • How to create a powerful story that puts the customer at the centre of an organisation and helps employees understand the experience that is desired
  • The importance of employees engaging with this story and techniques to wow the customer
  • The effects of listening to the customer’s voice and demonstrating integrity




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