Providing a superior customer experience is a team effort, and the role of a Customer Experience Manager is to make sure every member of the team is on the same page in this effort.
It’s important to understand each and every touchpoint where a customer interacts with your service or brand, and to prioritize making those as areas as positive and memorable as possible.
What my experience also taught me wass that internal factors like employee satisfaction and communication can have an equally significant impact.
A Customer Experience Manager needs to take a holistic view of the company inside and out, listen empathically to customers and employees alike, and take action improve interactions between customer and company in meaningful ways.