Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important
Beyond Philosophy
NOVEMBER 22, 2017
Clayton Christensen, a professor of business administration at Harvard Business School, has identified this trend in his book, Competing Against Luck. Anything that preventds an employee – any employee in the organization – or detracts from delivering an optimum customer experience, must be proactively identified and rectified.
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