When your sales people do more talking than listening. When you do strategic planning and no customers are involved or participating. When the last time you read a customer comment was more than 3 months. When you have not customer experience training. When you don’t have a senior staff position that champions the customer experience (CXO). When you don’t collect the (personal) name of the customer in your interaction with them. When you don’t reward and celebrate those employees that demonstrate great customer interactions. When there is no mention of great customer experiences on your web site. When your marketing
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