In this latest episode of “The Voice of Customer Experience we talk to Dan Gingiss a renowned customer experience keynote speaker and author and the founder of The Experience Maker.
Dan tells us how a remarkable customer experience is a company’s biggest competitive advantage, but that two-thirds of consumers can’t remember when they had a good experience.
He goes on to share the value of building customer centricity within the organisation that can involve a series of simple, inexpensive, easy-to-execute changes that drive positive results.
Dan explains that every employee is in the customer experience business no matter what their title or job description, and that they all have an opportunity to positively impact the customer’s experience.