Recommendations to prepare staff to deal with the transformed customer

Recommendations to prepare staff to deal with the transformed customer

Recommendations to prepare staff to deal with the transformed customer

Customer Experience (CX) is your customers’ holistic perception of their experience with your business or brand - from your website, to customer engagement and receiving the product/service purchased.

​Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.

​Knowing that your employees play a critical role in delivering your CX strategies is one thing. Knowing how to prepare and equip them to shift to a customer-centric approach that meets the demands of a transformed customer is something else.


Based on a number of thought-leaders in the field of CX, here are ​eight combined tips we can recommend to manage and engage with the transformed customer:

  1. ​​Create a CX vision aligned to the organisations values and brand promise
  2. Establish a service orientated company culture
  3. Treat employees well – they in turn will treat clients well
  4. Make the right hires - not all of us our customer centric naturally
  5. Ensure that training is implemented to support and develop the required skills and attitudes
  6. Use technology to optimise operations
  7. Place high value on customer feedback
  8. Encourage employees to take ownership 

In order to keep up with radical changes within the retail industry, it is essential to ensure that your business is customer-centric.

Connect with us over coffee to craft an organisational strategy that meets the demands of industry and your consumer!


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