Emotionally Attached : Wooing and Taking Vows with Customer

The meaning of customer experience in the 21st century is equated with the new quality.

Indeed the customer experience is one that is defined by the customer, in many cases designed by the customer, the delivery aspects are dictated by the customer, and the fulfilment is judged by the customer.

In a sense this new dimension of quality is owned by the customer in its entirety.

Without active involvement of senior executives in driving customer centric cultures, the approach adopted for providing unique customer experiences will undoubtedly fail.

How do we therefore ensure that executives at all levels have a key role to play in amplifying the message for customer centricity and in ensuring that unique experiences happen every day, at all levels within the organisation.