Committed to customers

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Great customer experiences are crucial for business success. These experiences are influenced by the brand, by products and services, and by the interactions customers have with a company. What the customer sees is the result of numerous activities happening inside the company, behind the scenes. Delivering great experiences requires commitment, listening to customers, understanding their preferences, and engaging everybody to work towards fulfilling customer-centric goals. This book presents a model for organizing tasks at a customer focused company. It aims to help companies create a systematic approach to delivering great customer experiences. The book consists of theory, interviews, practical tips, resources and recommendations. It also contains evaluation material for understanding a company?s current status and identifying further improvement areas. The reader can easily pick one area for special focus at a time. The book is meant to help leaders, customer experience