1. The customer experience as you think of it internally doesn’t exist. (That's your experience, not the customer experience.) Customers don’t care about your org chart, your process map. In the customer’s eye there are no company divisions, no chain of command, no such thing as a subcontractor who “doesn’t really represent our brand.” Everything they see, they see from their own perspective. This, and only this, is the customer experience.
1. The customer experience as you think of it internally doesn’t exist. (That's your experience, not the customer experience.) Customers don’t care about your org chart, your process map. In the customer’s eye there are no company divisions, no chain of command, no such thing as a subcontractor who “doesn’t really represent our brand.” Everything they see, they see from their own perspective. This, and only this, is the customer experience.
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