Presented by The DiJulius Group
There are two primary reasons why many companies will never dramatically improve their customer service levels:
1) Executive Sponsorship, and 2) Service Aptitude at the top.
Executive Sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team, otherwise it is flavor-of-the-month or management-by- bestseller. The senior leadership team has to provide the necessary resources to create long-lasting change and move the dial. That isn’t just writing a check or increasing the budget for customer service. It is having someone in charge of the project, i.e. a CXO (Chief Xperience Officer), who is dedicated and loses sleep at night over the customer experience program and the results. The customer experience is a staple that is talked about every time the CEO/President speaks. People know they mean business.
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