Say what you do, do what you say

Why is it then almost an after-thought for most large corporates? At best it seems happen chance. The way to success is to put the effort into creating successful customer outcomes (SCO) and then managing customers expectations to them.

Craft the associated experience and ensure all the interactions (external and internal) contribute to this SCO.Another perspective? See http://www.successfulcustomeroutcomes.net/2014/11/customer-experience-management-truth.html

The post Say what you do, do what you say first appeared on CX Obsession - for Process & Experience Professionals.

The post Say what you do, do what you say appeared first on CX Obsession - for Process & Experience Professionals.