Customer experience 2.0: Tell an inspiring story and engage every employee
Customer experience 1.0 was a quixotic effort that resulted in very little change. So an important characteristic of customer experience 2.0 is the power of the story.
- What is the cause? – Tell an inspirational story of customer experience
- Who does it ? – Demonstrate direct, actionable task to each function and employee
- How will we do it? - Provide tools and vision to enable employees to take ownership
- Why do we do it? – Develop clear business case
Lior Arussy is the founder and president of Strativity Group, a global customer experience research and consulting firm specialising in design, innovation and deployment of differentiating, profitable customer experiences. His books include Customer Experience Strategy: The Complete Guide From Innovation To Execution.