Internal communication: a lifeline between non-desk work and customer experience
A smile, a sympathetic ear, patience, politeness, finding the best product, in-depth questions… these are typical qualities of good employees in the retail and hospitality industries. All those qualities are getting more and more significant due to the increasing importance of customer experiences. In fact, research center Forrester, as well as others, has named 2017 the year of the customer experience. The entire customer journey needs to be easy, effective and enjoyable. From the online or offline orientation, to the actual consumption experience.