Tell me what role should employees play regarding customer experience?
Submitted by: AdministratorEmployee emotions are as important as customer emotions in the customer experience. Employees and managers who feel unable to do their jobs as they perceive they should be done and feel powerless to change the situation become unhappy and less able and willing to put out the effort it takes to keep customers happy. Rather than speak up about problems, they simply focus on doing what they are told, what research company For rester calls a "culture of compliance."
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