Written by Dr. Bonnie Knutson
Who in your business should be responsible for your customer’s experience? When I ask managers and owners this question, the standard response is, “We all are.” That is true. Everyone in the company has a vital role to play in delivering a top-notch experience to each person who walks in the door, calls on the phone, or visits your website. But who is the experience cheerleader? Who is the chief architect for the totality of that experience? Just as how the definition of experience varies, so does the person responsible for leading the guest strategy.