Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It
InMoment XI
DECEMBER 21, 2021
Indeed, studies have shown that 70 percent of customer behavior is driven not by product quality or efficiency of delivery or advertising, but instead by interactions with your people. The move toward commitment and advocacy is generally driven, and championed, by senior executives, though, of course, they can’t do it alone.
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