There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm.
There are skill sets specific to driving customer change that need to be present when doing this customer experience work. They are not obvious or natural skills considered necessary to the running of an operating area.
When you’re making a decision about where the customer work should be led from (customer service or marketing), don’t just layer it on the existing mission. Make sure that you provide the people with the skill sets to get the job done effectively.
The Reality Check Audit measures accomplishments and the scale of work still required to build customer relationships and manage customer profitability. Use it to set expectations and to plot out your priorities.