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Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most Brilliant brand and customer Strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

But then they decided to keep this strategy a secret, only to be shared by the worthy ones. They’d only tell 1 in 4 employees. 1 in 2 managers and none of the other four executive team members who didn’t participate in the off-site.

Tags: 
customer experiences
Alain Thys
customer strategy
organisational behaviour


This post first appeared on Futurelab Marketing & Strategy Innovation, please read the originial post: here

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Do Your People "Get" Your Customer Experience Strategy?

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