For beloved companies, “deciding to be there” is about operational reliability. Your experience reliability is what gives your customers a story to tell in social media. That means reliability in the quality of your people, your processes and cycle times.
United (Cross-Silo) Experience Reliability and Accountability – Reliability in your experience is managing the key touch points with shared accountability across the silos.Why the Moments of Truth Are Alive and Well – Identify the opportunities that exist to give your customers a reliable experience.
Managing the Customer as an Asset – Strategic customer management connects customer value to ROICustomer Listening – Active listening across the silos and channels