The customer experience is a journey involving many along the way.
Does the sales department “own the relationship”? What about the billing department when they send out an invoice in error? What about the service department when they call to complain about it? What about the shipping department that sent the wrong item?
The customer experience journey involves so many of us. We all have to “own it”.
If you’re looking for one specific owner for customer experience, then you’ve got it wrong,” says Gary Magenta, senior vice president at Root Inc. “Customer experience isn’t about a single owner. It’s about an entire corporate culture. It’s a daily practice supported by all people within an organization. It’s about everyone owning it.
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