Emotions; some organizations may fear them. Recognition of emotions can be considered unprofessional, or as a sign of weakness. This attitude is incorrect! In the world of customer feedback and customer experience, it’s beneficial to observe emotions and to manifest your own emotions to the customer.
If an organization wants to become customer-centric in its genes, it certainly needs a focus on employee engagement in addition to the focus on customer experience.
The number ONE cause for why customers are enthusiastic about you, or the opposite by the way, is the behavior of your employees. They create the customer experience.
