Who “owns” the customer? The answer may surprise you!
Innovative CX
AUGUST 26, 2019
What’s your gut reaction when you hear the question, “Who owns the customer in your organization”? A frequent response I hear is, “Everyone does!”. While that may be an expected, even a noble answer in the world of customer experience, is it the right one? To ensure the best customer experience in an organization, should every employee, at every level, in every function, take ownership of the customer?
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