The customer experience. For more and more companies, this has become the new corporate mantra. Creating remarkable and delightful customer experiences, whether with a new product, when shopping online or in retail, or during business-to-business (B2B) interactions, the customer experience is what delivers on, or reinforces, what marketing promises. The one thing every different customer experience has in common is employees. Whether they are building the product or providing the service, employees define the customer experience. So what defines the employee experience? Bidirectional Buy-In We’re all familiar with how critical obtaining buy-in is for various projects and initiatives. Getting executive buy-in is critical to obtaining approvals and funding. CEOs must work hard to earn buy-in from their board — it's step one of cooperation.
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