The DESIGN of the Internal Business Process decides how well the reverse engineering is done as far as the Creating a Unique Customer Experience chapter is concerned. How well the Customer Interfacing Team is trained with well-rehearsed Professional Behavior matters to impact the Customer. Most of the time, the PROCESS is brilliant, but people Behavioral Competencies do not match, rarely it happens that the People Behavioral Competencies are brilliant, but the process supported by technology is weak.
WORKSHOP on - World's Best Practices in Designing CUSTOMER EXPERIENCE
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