Imagine trying to build a deeper relationship with someone you don’t know anything about. Their likes, their dislikes, and past experiences. It would be challenging if not impossible. Yet this is what it’s like for your front-line employees every day as they try to build relationships with your customers.
Everyone is talking about improving customer experience (CX). But what does this really mean? It means delivering on the promises you make to your customers. It means understanding the gap between what your customers expect, and what they’re actually getting. It means knowing them, their needs, and delighting them.
