The Lowe’s Model: Inspiring Advocacy Through Holistic Customer Experience
The most successful brands incorporate customer experience management elements into the company’s DNA at every level, at every touchpoint.
Lowes has done a great job at being available across a myriad of social platforms. They have built the foundation for a superior and engaged customer experience. The ultimate success or failure of such Customer Experience initiatives comes done to the front line staff. Are they engaged, motivated, to they have the training and support to deliver on the promise. Certainly the potential for Lowes and any other organization that builds a robust infrastructure is very high, but the ultimate success comes down to the staff in the store or in the #callcenter. Make sure your #cx investment includes this very important Customer Experience ‘Last Mile’
#custexp #custserv #cem #cctr #omnichannel