For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts.

Executive Summary

Creating a work environment that supports customer experience excellence requires getting everyone in the organization to view their role as a critical part of the customer experience equation. Leaders undermine that when they use the term "back office," writes Jon Picoult. Here, Picoult offers actions to undo the damage, linking the concepts of customer engagement and employee engagement.

How?

Simply by using two words that should be stricken from every business leader’s vocabulary: “back office.”

This is a term that many executives throw around without regard to its influence on the culture and mindset of their organization.

Here’s the issue: Creating a work environment that supports customer experience excellence requires getting everyone in the organization to view their role as a critical part of the customer experience equation. The moment employees start to feel that their work is invisible to the customer, they then lose appreciation for the impact their role has on the customer experience.

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