While businesses must respond to the voices of many stakeholders, none is more important than the consumer.
The voice of the consumer echoes the experience they’ve had doing business with you. It’s what will be remembered, for good or bad.
A great customer experience is strongly influenced by the quality of your talent. Having the wrong person in the wrong job can make or break you when it comes to customer impressions of your company.
Was the customer helped in a professional and friendly manner? Were their concerns addressed? Were policies and steps explained to them? Were they treated with respect? All of these answers contribute greatly to the story the customer will associate with your brand.