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Customer Experience Is More Than Your Frontline

Freya Langendries Posted by Freya Langendries on May 20, 2019

Customer Experience Is More Than Your Frontline

In the previous episode of 'Leslie Illustrates' we learned how to leverage feedback to all of the departments in an organisation. This week, Leslie explains why you shouldn't let the sole focus on customer experience reside in your frontline staff. The reasons behind NPS go further than just the service and friendliness customers receive in the store, the webshop and through customer service. The quality, delivery and prices established by the back office also contribute to a better experience.

 

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