Leadership

Execution is Critical to the Customer Experience

In any industry, and given identical market conditions, there are always five percent of companies that outperform the competition. They’re not lucky; they are simply better at planning and executing. Having solid systems in place for both garners measurable results in terms of employee engagement and customer experience — and therefore your bottom line. Is …

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Building a Customer-centered Culture

What does executive coaching have to do with a company’s focus on delivering on its promise to customers? The answer is simple, but it’s one many executives don’t know — everything. While many companies pay lip service to an extreme focus on the customer experience, upon closer inspection it becomes evident that customer care is …

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