Jul 16, 2020
Chase Business Results, Not Survey Scores
Chase Business Results, Not Survey Scores
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off:
As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus.
CX people focus on survey results; their thoughts are on how to improve the experience in order to improve survey results. Since…
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