Today’s customers are more demanding and knowledgeable than ever, and their loyalty is fleeting. Organizations find that what worked in the past does not guarantee future success. However, the best in the business know that having a customer-focused culture is required to deliver a memorable and relevant customer experience. Leaders must be the champion of culture and engage employees in the daily delivery of that customer experience.
Many organizations fail on the execution piece; they have good intentions, but often the necessary strategies are not implemented consistently. The best companies know that execution of the customer experience is the game changer and the ultimate key to customer loyalty.