Comments on: Every Single Person Is Responsible For Customer Experience http://www.baileyworkplay.com/2008/06/every-single-person-is-responsible-for-customer-experience/ Rethinking Customer Experience & Marketing Tue, 07 Feb 2012 12:56:05 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Chris Bailey http://www.baileyworkplay.com/2008/06/every-single-person-is-responsible-for-customer-experience/comment-page-1/#comment-813 Chris Bailey Tue, 24 Jun 2008 13:29:00 +0000 http://www.baileyworkplay.com/?p=389#comment-813 Sybil, I really appreciate the addition of that last sentence...it's something you address in your book that all managers need to think about and take action on. Every single manager and employee should ask: Who is my customer here within the organization? And am I giving them great service? We get so caught up in what's going on <em>out there</em> that we usually neglect the needs of folks two or twenty feet away. Sybil, I really appreciate the addition of that last sentence…it’s something you address in your book that all managers need to think about and take action on. Every single manager and employee should ask: Who is my customer here within the organization? And am I giving them great service? We get so caught up in what’s going on out there that we usually neglect the needs of folks two or twenty feet away.

]]> By: Sybil Stershic http://www.baileyworkplay.com/2008/06/every-single-person-is-responsible-for-customer-experience/comment-page-1/#comment-812 Sybil Stershic Tue, 24 Jun 2008 11:44:42 +0000 http://www.baileyworkplay.com/?p=389#comment-812 Chris, you're right about it being an inherent part of the culture in which everyone is responsible for customer service. For organizations who want to transition to be more service-oriented, it involves more than a slogan and adding customer service to everyone's job descriptions in the catch-all line item "other duties as assigned" ... it's got to be integrated into both the culture and daily operations. This means providing training and ongoing reinforcement to all staff. In my experience, you can always tell a service-oriented organization - it's the one where staff take care of each other as "internal customers" in addition to serving their regular customers. Chris, you’re right about it being an inherent part of the culture in which everyone is responsible for customer service. For organizations who want to transition to be more service-oriented, it involves more than a slogan and adding customer service to everyone’s job descriptions in the catch-all line item “other duties as assigned” … it’s got to be integrated into both the culture and daily operations. This means providing training and ongoing reinforcement to all staff.

In my experience, you can always tell a service-oriented organization – it’s the one where staff take care of each other as “internal customers” in addition to serving their regular customers.

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