http://www.thecorporatewoman.org Why choose failure, when success is an option? Mon, 09 May 2011 21:50:30 +0000 en hourly 1 http://wordpress.org/?v=3.0.1 http://www.thecorporatewoman.org/2010/02/the-deliberate-customer-experience/ http://www.thecorporatewoman.org/2010/02/the-deliberate-customer-experience/#comments Thu, 11 Feb 2010 18:06:17 +0000 Tabitha http://www.thecorporatewoman.org/?p=158 Continue reading →]]> So tell me, is your customer experience deliberate?  That was one of the questions posed last week at the NPS conference and it made me think – what do you mean by deliberate?  Does that mean written down?  Does that mean everyone in the company knows it?  I think that you have to be both – every employee should know it, feel it really, and it should be written down.  Because if no one writes it down, everyone believes we all have the same idea… and I would bet that isn’t the case.  It may be shades of grey close but still, is that deliberate enough?  This is beyond mission statements and core values – this is what you want your customers to see, think and feel when they interact with you and your products/services.  Right?  What do you think?

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