Incorporating inclusivity to positively impact customer experience outcomes and organizational culture /
This case outlines how a leader used the practices and principles of customer experience as a business discipline-specifically, customer insights, otherwise known as voice of the customer data-to understand customer needs and to influence a change in how her organization communicates, empathizes wit...
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| Format: | eBook |
| Language: | English |
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London :
SAGE Publications, Ltd.,
2023.
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| Series: | SAGE business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | This case outlines how a leader used the practices and principles of customer experience as a business discipline-specifically, customer insights, otherwise known as voice of the customer data-to understand customer needs and to influence a change in how her organization communicates, empathizes with, and develops products for all customers. Shannon, the newly appointed Customer Experience Leader at a school and office supplies warehouse, came to find herself educating a cross-function team in the importance of not just collecting customer insights but actioning the customer feedback to close the feedback loop. In Shannon's position, she found an opportunity to help further progress the organization's governance around closing the customer feedback loop. This additionally gave her the opportunity to build up her organization's culture and accountability in inclusiveness and diversity. This case study shows how, in taking these opportunities, Shannon further progresses the organization's capacity to become more customer centric. Students will be asked to examine the underlying obstacles to creating an inclusive workplace environment. They will use this insight to help them formulate a strategy in which the delivered customer experience resonates with the organization's diverse and authentic culture. |
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| Physical Description: | 1 online resource. |
| ISBN: | 9781529619447 1529619440 |