Publisher's Synopsis
Unleashing the Chief Moment Officers outlines the necessary passion combined with practicality to build and sustain an enterprise-wide, exceptional experience strategy. The core premise of the book is that whether you have 10 or 10,000 staff members in your organization, leaders have a foundational responsibility to ensure that workers at all levels are well prepared and informed to understand their personal influence on customers.
This book was written to first, clearly outline the benefits of a workforce-wide Chief Moment Officer strategy and, second, to offer many ways to bring the strategy to life depending upon the current state of a company's customer experience performance.
If you are ready to explore the power of moment-by-moment, person-by-person customer engagement, this is a quick and rich guide providing many ways to stretch your thinking while increasing the impact of all staff. Follow the processes offered in this book to exceed the expectations and imagination of both current and new customers.
