A big reason is that most organizations never bother to put all of the essential building blocks in place to create a customer-centric culture. They like to talk the talk, but don’t walk the walk.
They also forget that before your employees will ever take good care of your customers, you have to first take great care of them. What’s more, you must set up the right kind of incentives and bonus program that tie compensation to their ability to delight every person who walks in the door.
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