Are your executives on board with your desire to improve the customer experience?
When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitment.
Employee passion drives results.
That's the title of a blog post I wrote back in 2012. Without question, that statement still holds true today.
Buy-in vs. commitment: is there a difference? And does it matter if there is?
As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same?
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