Sports teams have ready-made advocates called fans (Let’s go Pats!). You don’t even have to be the greatest team in the league to inspire the type of devotion from your fans that they’ll paint their bodies and wear crazy get-up-here’s looking at you Raiders fans. But what do these teams do to keep these advocates […]
Who Owns the Customer Experience?
Who owns the customer experience? Marketing? Sales? Customer Service? Who is best equipped to manage-as Forrester Research calls it-“closing the customer-employee Gap”? Who’s in charge of your customer experience, and is it the right person or team? Let’s explore the options of who owns this as part of their areas of accountability… What is […]
