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Recently, I had the privilege of delivering a keynote and a series of in-depth training programs for a client in Australia. The initiative was aimed at improving the customer experience, but this wasn’t just about energizing the customer-facing teams; it was a company-wide effort aimed at embedding a customer-centric mindset across the entire organization.
Their leadership gets it. They understand that every employee, regardless of their role, plays a pivotal part in shaping the ultimate customer experience, as well as their brand.
This experience reinforced my belief that customer-centricity is a critical topic that every leader, manager, and employee needs to understand.
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