Member Since: 1st Feb 2010
Associate Partner Optima Partners
My discussion replies
24th Nov 2010
For it to be successful, it should be the CEO. Only the CEO has the power to bring together all the different functions that contribute to the customer experience. Also the CEO sets the culture which will determine how succesful any CE initiative will be.
That said, the customer service team can make some tactical interventions that can improve the current experience. Below is a link to a article I have written on this for mycustomer.com
I also wrote a couple on how to get started on improving the customer experience using tactical initiatives and using low cost research techniques, but these seem to have been deleted from the archive. (Neil?!)