Not too surprisingly, employees do better work when they have access to what customers are thinking.

So, how do you apply everything you’ve learned about customer wants and expectations to the front lines—where it makes the most difference?iStock_84886643_LARGE_resized.png

I’ve spent many years leading customer experience efforts and learning valuable lessons.

In my latest article for CustomerThink, I share why it’s important to take a look at what you’re doing to align the longstanding behavioral norms within your organization—and align them with your customers’ expectations.

Read more for the details.