Most people realise that investing in stand alone CX training days do not change the behaviour of front line employees in the long term. Developing a cohesive customer experience strategy, focusing on initially Customer Leadership along with tactics that have high impact along the employee journey ( recruitment and selection, training and verification, r&r, retention) makes all the difference.
Customer Leadership or Service Leadership focuses on the the service employees' line managers and the impact they have on the environment that directly impacts employee service performance.
"put a good performer in a bad system (environment), and the system will win every time." (Gilbert 1978)
We are doing some great work with organisations in developing their next generation customer experience.
Get in touch if you would like support in this critical business area. We are experts in designing, developing and delivering CX performance improvements in organisations.