Service principles guide customer experience

Principles in general and design principles in particular are great beacons.

“When people in an organisation have different interpretations of what really matters to customers, the customer experience falls apart. The difficulty is to align business units and individuals to do the right things – and do them consistently. Strong principles are a powerful way to unite teams to deliver better customer experiences.”

(Anne Meijer and John Holager ~ live|work)

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