Peguei o trecho a seguir de um artigo na information-management.com (recebi o link por email, talvez tenha que se inscrever pra ler):
http://www.information-management.com/blogs/Measuring-Customer-Experience-CX-Tips-10026944-1.html?utm_campaign=daily-may%2014%202015&utm_medium=email&utm_source=newsletter&ET=informationmgmt%3Ae4372968%3A1993400a%3A&st=email
It is one thing to gain tacit agreement
from an operationally driven leader of a functional or business silo
that improving customer perceptions of their experience will drive
loyalty, which, they will agree, can drive revenue. It’s quite another
thing to win investment approval and for leaders to “sign up for the
revenue” that raising CX performance will generate.
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