Customer experience: CEOs need to take charge
Customer revel in tied to logo identification, too vital to be delegated Allocate 6-7% of revenue to patron interplay, key to commercial enterprise growth MANY groups already see the want to reinforce consumer pride with patron enjoy programmes, and a few are even developing specialised roles like the leader client enjoy officer. But for such programmes to paintings correctly, the chief govt officer (CEO) himself has to take price, in line with Brandt International founder, president and chief govt officer, Munirah Looi (p.c above) . “My private revel in is that the customer enjoy function can by no means be delegated. Everyone within the entire organisation is a emblem supervisor, and those who have correctly applied consumer revel in programmes are people who are in a completely senior management function. “Otherwise, such programmes have a tendency to die a natural death. The line of reporting and getting the right man or woman to force this must be very easy,” she ins...